What do you do if your BPO employees are not engaged?

You may want to address a few underlying issues such as: • Offer training opportunities to help agents develop new skills and progress in their careers. • Implement a system for recognizing and rewarding top performers. • Ensure agents have a clear understanding of their individual and team goals. Regular communication about company plans and objectives can foster a sense of purpose and belonging. • Promote a positive work culture that values teamwork, collaboration, and open communication. • Create friendly competitions or gamified tasks for agents to complete during downtime. • Partner with relevant charities and allow agents to volunteer their time during downtime.

Why are they not engaged? Did they leave or is it the silent exit. Often not financial, but the people they are working for? All too often this is found out through an exit interview...when it's too late. Annual ESAT and 360 reviews help. First though, find out the cause.

Not only can one grow from position to position! If you give people room to craft their role and responsibility they can naturally develop and the gap between the career steps shrinks when those employees take over more tasks and perform them well!

Here's two ways to Recognize Efforts • Personalized Gifts: Instead of generic gift certificates, consider offering small, personalized gifts based on the agent's interests. This extra touch shows you value them as individuals. • "Caught You Caring" Cards: Encourage team leads and supervisors to carry around notecards where they can write down instances of exceptional customer service witnessed on calls. These public recognitions during team meetings or on a recognition board can be highly motivating.

I have fond these two have worked in the past. • Encourage Peer-to-peer Coaching: Facilitate mentorship opportunities where experienced agents can share knowledge and coach newer agents. This collaborative learning fosters a sense of teamwork and allows senior agents to take ownership of their roles. • Gamify Knowledge Sharing: Integrate gamification elements into the knowledge sharing platform. Award points or badges for contributing solutions, offering helpful advice to colleagues, or answering frequently asked questions (FAQs). This incentivizes knowledge sharing and makes learning more engaging.

Firstly it is not your responsibility as a clinet to ensure your BPO has this issue, however if it does fall on your shoulders.... Use surveys and informal chats to unearth genuine concerns. Revamp the office vibe beyond dull cubicles; think vibrant, comfortable spaces that inspire. Shake up the recognition game, too; celebrate both grand achievements and the small wins with genuine enthusiasm. Promote real growth opportunities and encourage teamwork that goes beyond cliché trust falls—aim for a sense of shared conquests. Introduce mentorship roles that help with guiding the team through the corporate maze. If none of that works, find a New BPO that offers that!