Call-center phone agents handle 500 – 800 calls per day, each one averaging about 30 seconds. People learn the job so quickly that the work almost becomes second nature and since they get the same kind of calls over and over again, the boredom factor can set in quite easily. Furthermore, casual dress was reserved for Friday, laughter in the office was generally a no-no, and retention was an impossibility. In short, Sprint had a lackluster work environment and customers knew it when calling in.
- Re-energize the culture.
- Help phone agents “Be There” and stay focused on their customers and colleagues.
- Release the pressure of a highly-stressed work environment.
- Avoid the “Flavor-of-the-month” syndrome.
- Increase retention.