Are your agents hitting the ground running on their first call of the day – or are they warming up on the first few customers, compromising the customer experience along the way? If it’s the latter, it’s high time to make some changes!
Here, Alex McConville, Contact Centre Consultant and author of Diary of a Call Centre Manager, shares his own tried and tested ideas he’s seen work effectively in many of the teams he’s led – both in office and work from home.
Try a Warm-Up Role-Play
A quick, fun role-play with a colleague is a great way to get warmed up for the day.
This can shake off any morning grogginess and help agents get into the right mindset. It’s also a great way to practise new techniques and receive instant feedback in a low-pressure setting.
To do this, simply make a quick call to your colleague, they answer “hello”… and off you go… Stop the role-play after 30 seconds and then quickly switch to the other person then saying “hello.”
This drill-type routine really embeds strong muscle memory for a great opening to your calls. It works for both inbound and outbound roles, and some of my top-performing agents still complete this daily ritual.
If you want more training ideas, we have put together exercises to help train active listening. Read our article: How to Train Active Listening in the Call Centre – With Four Exercises
Encourage Agents to Listen Back to Their Best Ever Call
Kick off with a pump-up call! During a coaching session, find an exceptional call an agent has made: a solid intro, great open questions, rapport building on point, and a confident close – nearly perfect. Then set them an objective to listen to this call at the start of every shift.
This really helps to get them pepped up and to start their day on a strong foundation. Everyone should have one “pump call” to start their day off well. Give it a try and see how you get on.
Buddy Schemes Set a Positive Tone for the Day and Encourage Colleagues to Push Each Other to Excel
Have you tried buddy schemes? They create an environment where team members naturally push each other to excel.
Here’s how it worked for me: back in the early days of my call centre career, I was paired with a colleague who shared my drive and ambition.
Buddy Schemes create an environment where team members naturally push each other to excel.
We’d start our mornings with a brief chat about our targets and any strategies we wanted to try out. This simple routine set a positive tone for the day and kept us both focused.
It didn’t stop there! Throughout the day, we’d exchange quick messages, sharing tips or celebrating small wins. This peer-to-peer interaction was invaluable.
It wasn’t just about the competition; it was about mutual support and learning. Knowing that someone else was experiencing the same challenges and triumphs made the journey more engaging and less isolating.
Moreover, buddy schemes can lead to long-lasting professional relationships. My buddy from those early days is now a close friend, and we still exchange ideas and support each other’s professional growth.
This system not only enhances performance but also builds a stronger, more connected team.
Implementing a buddy scheme doesn’t require a complex set-up either!
Here are a few steps to get started:
- Pair Up Thoughtfully – Match team members based on similar skills or complementary strengths.
- Set Clear Expectations – Define what the buddy check-ins should cover, e.g. daily targets, challenges, and quick tips.
- Encourage Regular Interaction – Make it a habit for buddies to check in at the start of each shift (and during breaks, if time allows).
- Celebrate Successes Together – Acknowledge and celebrate small wins to keep motivation high.
Start With Energy – Forget the Mundane Morning Huddles
Energize your team with dynamic stand-ups that include quick-fire Q&A sessions, rapid goal-setting, and immediate problem-solving.
Inject some energy with music, celebrate mini-wins, and get everyone pumped to tackle the day. The aim is to create a buzz that lasts beyond the first hour.
I’ve always been a big advocate of morning buzz meetings, whether in the office or WFH. This sets your stall out and gets everyone aligned and focused on what’s needed for the day.
Energize your team with dynamic stand-ups that include quick-fire Q&A sessions, rapid goal-setting, and immediate problem-solving.
It also acts as an opportunity to identify if one of your team maybe needs that 1-on-1 time, or if they are a little out of sorts and may need a chat.
Additionally, these meetings provide a platform to celebrate small wins, fostering a positive atmosphere and boosting team morale.
Recognizing achievements, no matter how small, can be a great motivator and set a positive tone for the rest of the day.
Moreover, dynamic stand-ups help in identifying and addressing any immediate issues or roadblocks.
Rapid problem-solving sessions encourage collaboration and ensure that the team is ready to tackle the day’s challenges head-on.
For ideas to make team meetings better, read our article: 12 Ideas to Keep Agents Engaged During Meetings and Training Sessions
Encourage Your Team to Discuss How They Master Their Morning Routines
Sharing and encouraging team members to discuss what works for them in meetings is crucial. These routines are commonly suggested, but can be challenging to implement consistently.
You may find your teams discussing good habits such as:
- Make Your Bed – There’s an entire book dedicated to the psychological importance of this habit. A tidy space leads to a tidy mind. Suggest this simple task to your team as a way to start the day with a sense of accomplishment.
- Get Fresh Air or Exercise – Whether it’s a gym session or a light dog walk, some movement in the morning can set a positive tone for the day.
- Manage Family Duties – For those with children, getting them up, fed, dressed, and off to school is a significant part of the morning routine.
Consider making these habits a monthly focus or a fun team challenge, such as tracking who takes the most steps or encouraging the team to post pictures of their morning routines.
The key is to advocate for a routine that works for each individual, highlighting the importance of starting the day with structure and positivity.
Refocus on Coaching Objectives at the Start of the Day
Ensuring your agents know what they’re focusing on for the day is key.
Start by making their coaching objectives visible. Clear, well-defined goals help agents understand what’s expected of them and how they can succeed.
Use the SMART framework to set Specific, Measurable, Achievable, Relevant, and Time-bound objectives.
I always like to quickly check in with each team member daily to ask how they are getting on with their objectives early in the day and offer help if needed.
This can make a significant difference. This approach not only reinforces their goals, but also provides support and guidance to help them achieve success.
It can help to conduct a skills audit and put together a coaching plan. For advice on this, read our article: How to Conduct a Skills Audit and Coaching Plan
Remove Barriers to Success
It’s equally important that you proactively remove any barriers to getting each day off to a great start. For example:
- Encourage Regular System Reboots – Make it a policy for agents to reboot their systems at the end of each day. This helps maintain system performance and reduces technical glitches, ensuring agents start each shift with a fresh, fast-running system.
- Simplify Systems with Single Sign-On – Ensure your systems are as refined and simple as possible, like implementing single sign-on (SSO). This reduces login time and technical issues, allowing agents to access all necessary tools quickly and efficiently.
- Address Recurring Issues Promptly – Make it a priority to resolve recurring issues, such as headsets not connecting or software glitches. Proactively addressing these problems prevents daily frustrations and keeps agents focused on their tasks.
- Automate Routine Tasks – Identify and automate repetitive tasks. This allows agents to focus more on complex customer interactions and improves overall efficiency, reducing monotony and increasing job satisfaction.
- Get All Your Knowledge Ready to Save Precious Time – Make sure that all your resources and knowledge bases are up to date and accessible. Having these sites ready and open can save precious time and prevent any last-minute scrambles for information, allowing your agents to focus on providing excellent service.
Create a Routine That Stops Everyone Storming Through the Door
Look, I’m not here to tell you to get to work an hour early just to start your day on a positive note. You’re your own person, and it’s your choice to get to work whenever it feels right for you.
Nor am I here to advise you to tell your agents to arrive before their shift starts; I’ve been there, and it’s often met with resistance. It’s a decision they need to come to on their own by understanding the benefits.
The golden rule here for everyone is simple: be ready to start your shift on time.
It’s about creating a routine that allows you to ease into your work, rather than starting it with unnecessary stress.
My advice is straightforward: managers and agents alike should plan their morning to ensure they’re not rushing in, storming through the office door, sweating, with no morning coffee, and hitting the power button at exactly 9am.
Why? Avoiding that morning rush can set a positive tone for the entire day. It’s about creating a routine that allows you to ease into your work, rather than starting it with unnecessary stress.
Take Control of Your Day!
It’s never too late to reshape your working week with better habits, so if you’re stuck in a rut, try some of these ideas (even if it’s just one to start with!) to help you and your team take every day from average to amazing. Good luck!
Written by: Alex McConville, Founder, Contact Centre Consultant – Alperformance, and author of ‘Diary of a Call Centre Manager’
We have a number of other articles that can help you manage and get the most out of your team and improve the employee experience:
- 21 Amazing Habits to Foster in Your Frontline Agents
- How to Identify and Manage Toxic Employees
- Top Tips to Spring-Clean Your Team’s Wellbeing
Author: Alex McConville
Reviewed by: Megan Jones
Published On: 17th Jul 2024 - Last modified: 22nd Jul 2024
Read more about - Call Centre Management, Alex McConville, Editor's Picks, Employee Engagement, Leadership, Shift Patterns, Team Management, Top Story, Training
