This blog features a recap from the MaxContact podcast Talk Time which hosts key thought leaders to discuss emerging trends, industry insights, and innovative technologies that help contact centres optimise their customer experience.
On our recent episode of Talk Time with MaxContact, Sean McIver speaks with Jayne Halton, Group Database and Contact Centre Manager at Chapelhouse Motor Group. They delve into the importance of maintaining motivation in a call centre environment, building a collective winner’s mindset, and effective communication in contact centres.
Jayne is a seasoned expert in the field of group database and contact centre management with an impressive track record of over a decade in contact centre operations. Recognised for her skills and experience, she has consistently demonstrated her expertise in inspiring teams to provide exemplary customer experiences while simultaneously strengthening sales performance.
Imagine a work environment teeming with motivation, a collective winner’s mindset, and seamless communication. For some, it may be a fantasy. But for Jayne Halton, it’s a reality. We asked Jayne to divulge her secrets to achieving just this in the demanding landscape of a call centre. So here’s how you can emulate her successful strategies in your contact centre.
Building a Culture of Resilience
“Effective communication is key when you have disparate groups with different objectives,” says Jayne. To build resilience, she recommends establishing a dynamic exchange of knowledge and experience. To this end, ensure new managers have regular face-to-face meetings with service managers and get an inside look at the call centre operations.
Building a policy where contact centre agents spend at least one day a month at each site also fosters a sense of unity and shared goals. This resilient culture aids in tackling the unpredictable challenges that are part and parcel of a call centre environment.
Customer and Agent Retention
The key to customer and agent retention lies in the culture of the organisation. Jayne shares, “We’ve been very lucky that we have agents that have been here a very long time, and that’s because of the relationships that we build.” Fostering meaningful relationships, effective communication, and creating a shared objective resonates well with employees, boosting their sense of belonging. This connection also plays a pivotal role in serving customers better and retaining their trust in the long run.
Motivating Contact Centre Teams
A well-established rewards and benefits system can work wonders in motivating staff and retaining them long-term. Jayne advises a personalised commission structure for team members coupled with a plan to achieve their goals. Fun internal competitions and challenges can also keep the work environment vibrant and upbeat.
As Jayne states, “Working in an outbound call centre, everyone knows it can be a struggle to get through to the customer… and sometimes the mood can go a little bit low in the afternoon. So it’s trying to keep that focus and keep them motivated.”
Building a Collective Winner’s Mindset
It’s not just about celebrating the achievements of top performers. It’s about fostering a team mentality where everyone supports and learns from each other. “If somebody is struggling, communicate and help them understand how they can overcome that,” suggests Jayne. Allowing your top members to mentor others, setting up play calls to discuss strategies, and giving people room to learn from their mistakes, contributes to a collective winner’s mindset.
Navigating the evolving landscape of customer service also requires keeping up with new expectations around omnichannel. As Jayne points out, “Customers want to just be able to send a message to book in… They want to be able to go online at one o’clock in the morning and book the service.” It’s about embracing change and matching the pace of the customer to meet their needs.
Ultimately, the heart of a thriving call centre lies in its culture – one that values resilience, communication, team effort, and adaptability. It’s not just about solving customer issues but also about building relationships, both within the team and with the customers. If Jayne’s success with Chapelhouse Motor Group is any indication, these strategies are well worth the effort.
Listen to this episode of Talk Time with MaxContact to learn more from Jayne about how contact centres can improve customer and employee experiences.