Boost customer and client satisfaction through wellbeing initiatives

Date: 31/01/2012

Call centres looking to increase their customer satisfaction and ensure they stay ahead of competitors in the current difficult economic market may find prioritising employee wellbeing can help.

While investing in revenue share numbers can boost profits and 0800 phone numbers can attract clients looking to make cheap calls, it is important to ensure all contact is handled by competent and helpful telephonists.

However, the present job market and poor financial outlook could mean many staff members lack morale, so introducing initiatives to boost this may be a wise idea.

Business stress consultant and author of Show Stress Who's Boss! Carole Spiers explained how simple steps can make a positive change in an office environment.

Organisations were urged to look after their employees and show a sincere interest in their wellbeing, through events such as healthy food months or team building exercises.

"Bowls of fruit are a great idea - a few apples a week costs hardly anything and it shows goodwill," Ms Spiers commented, adding: "There are soft skills you can bring in - lunchtime massages and that sort of thing."

Ms Spiers noted that while companies are not responsible for the health of their staff, they should aim to act as a role model and provide tips and strategies on how to boost fitness.

Now may be the ideal time to work on improving workplace morale, as January is noted as a depressing month following the end of the Christmas season and the continuation of the dark and cold days.

According to Ms Spiers, the winter months "make it less conducive to working, concentrating and being motivated", with individuals leaving and returning for work before and after the sun has risen and set.

"I think it's really up to bosses today to do their best to motivate their teams as well as they possible can and to try to inspire them to ensure that the winter months are of no relevance," the expert remarked.

If staff members are feeling downbeat they are less likely to handle client calls in an upbeat manner and this could have a negative effect on customer satisfaction.

Knowledgeable telephonists who display a willingness to resolve enquiries can help boost a company's reputation and ensure customers use the service again and recommended it to others.

As a result, it is vital to keep morale as upbeat as possible and Ms Spiers advises doing so by communicating with staff.

"Be open, honest and talk to the team about the situation. Hiding behind closed doors is not going to help anybody and pretending it doesn't exist and burying your head in the sand also isn't going to help anybody at all," she stated.

Ms Spiers claimed it is more important than ever to speak with workers in order to inspire, motivate and assure them their positions are secure and their hard work is appreciated.

By showing staff their presence is valued and following Ms Spiers' advice, call centres could find there employee retention remains high and customer satisfaction improves significantly.