It makes sense that if your staff enjoy their work, your customers will have a positive experience of your business, right?
But how can you tell if your staff really are happy, and not just pasting on smiles for your benefit?
Regular staff surveys can get repetitive, and quickly lose their impact, especially if it takes time to implement the sorts of changes they’re asking for. Staff Survey time might be met with a collective eye-roll (unbeknownst to you), and will be given very little thought as your people just plod through, giving generic responses.
Technology is always changing, and at the recent Customer Contact Week (CCW2020) conference on the Gold Coast, we discussed a variety of ways to gauge staff engagement and morale, as well as how to boost waning enthusiasm.
In this article, we address two main approaches to assessing your team’s “esprit de corps”: speech analytics and business insight reports, both of which you can take advantage of with our Premier Contact Point solution.
How to discover who’s apathetic or unhappy
When we’re in a conversation with someone we know well, we can often pick up on nuances in tone and expression to work out what sort of mood they’re in, and how they feel about the subject of discussion.
With Speech Analytics, you can analyse agents’ conversational tones while they’re on calls, and get a read on things like dissatisfaction and apathy, as well as warmth and genuine concern. Your customers already pick up on these same elements, and it will colour their experience, and their perception of your business, whether they realise it or not.
While everyone can have an off day, Speech Analytics can help you monitor how agents engage with your customers over a period of time, capturing the sort of nuances we might notice ourselves, such as tones and words, that suggest they’re not as happy in their work as they could be. With this kind of information, you’re armed to step in with countermeasures such as counselling, training, or another tactic that will give your staff the boost they need – before it’s too late.
A behavioural clue that you’re probably not using
We provide Business Insight reports that can be an excellent counterfoil to verbal cues you may pick up from Speech Analytics. Among your reports’ statistics that show key data like first contact resolution and other important metrics, you can also review agents’ log on and log off times. These behavioural cues can shine a light into how many breaks your agents are taking during working hours, and for how long. If people are taking too many breaks, taking too long for breaks, or not taking enough breaks, it can be another indicator of low job satisfaction, fatigue and other issues.
Of course, you can also use this information along side the Speech Analytics results to see if there are correlations across an agent’s verbal and behavioural patterns. All of this gives you a solid base of data to help your staff address underlying concerns, individually or collectively, and without having to read between the lines of those enigmatic staff survey responses.
There’s more than one way to listen to your staff
Customer Experience has already become the key bottom line metric for businesses that want to gain and grow market presence.
One of the best ways to win brand loyalty, and keep it, is to nurture your staff the way you want them to nurture your clients. By “listening” to their actions, as well as their voices, you’ll be in a stronger position to boost flagging morale, give tired workers more effective relief, and deliver a strong culture that thrives on giving your customers the experience they expect.