The morale level of employees in a contact center, high or low, will be noticeable to customers via the words, tone, and actions of employees. While it is natural for morale to temporarily dip during an acquisition or a downturn in sales, when low morale becomes the norm it is time to make changes. Successful managers know that common causes of low morale such as lack of job skills, little or no job security, and not feeling appreciated by management, can be remedied with customer service training.

Key Benefits of Customer Service Training

While there are many benefits to be gained from investing in customer service training, the most noticeable is a significant improvement in employee morale. After training, employees feel a renewed sense of purpose and a stronger affiliation to corporate goals and objectives.

Employees with high morale look forward to being at work and approach their daily tasks with enthusiasm and a willingness to serve. When employees have low morale, attendance is poor, and employees are quickly discouraged and lazy.

Why is Employee Morale so Important?

High employee morale in a contact center quickly translates to improved performance, lower overhead costs, and higher customer satisfaction scores. There are many examples to illustrate why morale is so important. Here are a few of the most beneficial:

  • Increased job satisfaction
  • Reduced turnover­
  • Increased productivity
  • Reduced absenteeism
  • Increased customer loyalty
  • Increased brand advocacy

How to Measure Morale

There are two easy steps to determine morale at your contact center.

  1. Observe employees
  2. Ask them.

Both steps are important and should be conducted together on a regular basis to accurately assess team, department, and center morale. Note: it is best practice to have several management personnel conduct morale assessments. The first step is subjective to individual perception, and the second relies on honest input from agents.

How is employee morale at your center? Find out today! Down­load a free employee satisfaction survey by clicking here or by pasting this link into your browser: http://info.impactlearning.com/reg_esatsurvey.html