9 Steps to Elevate Agent Engagement & Performance

9 Steps to Elevate Agent Engagement & Performance in Your Contact Center

Implementation Guide by Insite

Implementation Guide by Insite

© 2022 Insite Managed Solutions, LLC. All Rights Reserved.

What You’ll Learn

While remote working environments do have their advantages, it also means leaders face more challenges keeping contact center agents engaged and motivated. Employee engagement is one of the most challenging aspects to master in the contact center. Insite specializes in creating and implementing customized solutions to reverse employee attrition stemming from employee disengagement. This guide takes you through the steps we implement for our clients to provide them with data-driven solutions that increase retention and measure increased success.

© 2022 Insite Managed Solutions, LLC. All Rights Reserved.

9 Steps to Elevate Remote Employee Engagement and Performance

DUE DILIGENCE Evaluate current state processes, metrics, and technology through observations and data collection.

STEP 01

DATA ANALYSIS Collect the data and begin to aggregate it. We will gather insights from this data.

STEP 02

BUILD CUSTOM RECOMMENDATIONS Using the data and process observations, we will form recommendations. We will use our exposure to best practices both in and out of the industry.

STEP 03

REVIEW RECOMMENDATIONS We review our recommendations with you. The goal of this session is meant to be collaborative. Click screen below to play STEP 4 VIDEO.

STEP 04

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PRIORITIZE RECOMMENDATIONS From there, we will make any adjustments to recommendations based on your feedback and then help you prioritize next steps.

STEP 05

BUILD DEPLOYMENT Once we understand the prioritization, we build a deployment plan. We build the timeline and milestones while determining who is responsible for each activity.

STEP 06

ASSIGN STAKEHOLDERS Once we agree on roles and responsibilities, we will assign activities throughout the project. This may include both internal and external stakeholders.

STEP 07

DEPLOY IMPLEMENTATION PLAN We will then lead the deployment implementation plan. Here, we work with both internal and external stakeholders. We review the plan, review bucketed activities, highlight risks and the path forward. Click screen below to play STEP 8 VIDEO. ASSESS RESULTS Analyze the results and adjust the path forward as needed.

STEP 08

STEP 09

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How These Steps Helped our Clients to Decrease Attrition

Based on our experience with clients, the above measures are guaranteed to pay off for your contact center. We typically see an immediate 5% to 10% reduction in call center attrition. In addition, these methods increase speed to competency. New, motivated agents learn faster than before, a very valuable situation when considering the current hiring climate. Also, our track record proves positive impacts on sales.

REAL RESULTS!

SALES Proven positive impacts on sales + IMPACT

ATTRITION 5% - 10% reduction in call center attrition 10 %

SPEED Our methods increase speed to competancy

© 2022 Insite Managed Solutions, LLC. All Rights Reserved.

Ready to Improve Your Call Center Operations?

As contact center experts, we specialize in configuring customized strategies to improve call center operations. We see these challenges daily and understand this isn’t a one-size-fits-all solution. Insite helps clients like you win within their operations every day. If your contact center operation needs a hand, or if you’re looking to leave it to the experts, contact us today.

© 2022 Insite Managed Solutions, LLC. All Rights Reserved.

239.284.7529 connect@cal l insite.com getinsite. io

© 2022 Insite Managed Solutions, LLC. All Rights Reserved. Confidential and Proprietary Information of Insite Managed Solutions, LLC.

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