is an article contribution from NACC member Quality Contact
Solutions. The NACC encourages member article submissions for
this monthly newsletter and thanks QCS for this informative article. –
sure your employees are engaged is important but something we all
struggle with. Engaged employees are not only happier but more
successful and contribute more often. An employee who is not engaged is
in a dangerous place. In danger of terminating their employment, in
danger of becoming unsuccessful, in danger of becoming unhappy and more
importantly being a danger-spreader to those that work with them and
around them. So how do we keep everyone positively engaged? (Good
Engagement Surveys in Contact Management Services
One method that I’ve seen used and used very well in Contact Management Services
is our employee engagement surveys. This is an electronic survey that
all employees are asked to complete two times per year. The questions
are simple, direct and answers are on a scale of 1 – 5, which helps
management gauge the areas where employees are feeling the love and not
feeling the love so to speak. Reviewing our employee engagement scores
is always an eye-opening experience and gives direct and candid insight
regarding how employees feel.
more importantly the employee engagement scores provide our management
team with a pulse on our team’s happiness and level of engagement in
all aspects of their job — from the daily job activities they are asked
to perform to the supervisors they report to on a day to day basis and
all the way up to upper management and company owners.
reviewing the employee survey results you can see where you are
exceeding in the areas of employee engagement and where you need some
additional work or where changes need to be made.
Incubating New Ideas in Contact Management Services
very successful way to keep employees engaged is to ask them for their
ideas, and ask them often. Then, reward them for well thought out ideas
that benefit the company and or the client(s). In our Contact
Management Services organization, we have an idea incubating reward
system I like to affectionately call HUGs, which stands for “Helping Us
Grow”! What better way to keep employees engaged, right!
is how it works. Encourage your employees to submit their ideas. Could
be ideas for their own benefit, for example how to make their job’s
easier. Could also be ideas for company benefit and growth. Or ideas
that would benefit the clients and or customers. Have the employees
send their ideas to their direct supervisor for review, and very
importantly we always want to thank the employees for their ideas and
contribution to the company.
if the idea is a good one and can be implemented the supervisor(s) at
that point would start the implementation process. Once the employee’s
idea is set into place and working it can then be considered a “HUG”.
the fun part; every month (like clockwork) all the supervisors and
management throughout your company will chart their employee HUG ideas
that were submitted and implemented to one location for a vote. The
supervisors and management will vote on the HUG they felt had the
biggest impact on the company or client. After the vote, the employee
with the HUG idea that was voted best will be rewarded. The reward
could be anything you desire, extra day of paid vacation, a gift card
to a restaurant or cash. Then publicly congratulate the team member —
which brings me to my next point.
Social Media in Contact Management Services
a Facebook group for your employees and management where positive
business-related “pats on the back” can be given and received for all
to see and comment and congratulate on. This is especially important in
the virtual world where many team members and employees work from home
and don’t always get congratulated in front of their peers for all to
better way to do that than in a Facebook group! If the employee
received an award like Employee of the Month, or created a positive
customer experience or, like above…submitted a HUG idea that was voted
as the winner, have the manager or supervisor congratulate the employee
via a Facebook post. And use a picture in the post if you can. Whether
it’s a picture of the plaque they were presented with or it was a gift
card for dinner. Announce it for all to see and watch the positive
Bring it Together with your Contact Management Services Team
of work meetings are a great place to brainstorm with other members of
your management team. After all, you all need to be an example for your
employees! Engaging with each other is a must before you can expect
your employees to be engaged with you, their peers or the company.
Meeting are a great place to discuss ideas, work related wins and
obstacles, but they are also a great place for fellowship and team
And here are some other ideas for bringing your team to the next level to ensure a highly engaged functioning management team:
to know each other. Take personality surveys to better understand the
truly dynamic team you have and get a better understanding of your team
members individual strengths and why they are so good at what they do.
some team building activities! Lock Box or Lock Room is an amazing team
building exercise where your management team works together to locate
clues in the meeting room that will in turn guide the team to unlocking
a series of locks to “escape or break out” or open the lock box.
your management team members to read an inspirational or team building
book or article and discuss it (like a book club for example). What did
each member of your team especially enjoy about the book or article and
why? What do they think the book helped them understand about
themselves or the business? What ideas did it give them or how did it
spark their creativity? How do they feel the book or article will help
them grow either personally or professionally?
your employees engaged in contact management services can be tough and
it can be extremely time consuming to come up with new ideas. But the
end results will pay off. The time and effort you put into keeping
employees (and management for that matter) engaged pays off.
is Operations Manager for Quality Contact Solutions, a leading
outsourced telemarketing organization. With responsibility for
overseeing the daily operations of client programs, ensuring agent
success and employee engagement is critical. Shannon brings a level of
focus to her client programs that results in consistently reaching the
desired goals – every day. With over 18 years of experience in
Telemarketing, Shannon has built her career on creating fun, open &
respectful relationships between her team & her clients which
drives unparalleled success. Shannon can be reached at [email protected] or 516-656-5126.