Inside Nimble

Employee Engagement in the Contact Centre

October 5, 2023

To ensure that every employee is engaged 100% of the time is challenging, particularly in the contact centre space where the stress and pressure is high – we drive results, customers are often negative and angry and agents’ remuneration is driven mostly by commission. The importance of employee engagement forms an integral part of any Human Capital strategy, but practically how do we get it right?

It is not surprising that larger contact centres often experience agents that become disengaged. For an agent to be successful they need to be tough negotiators, sympathetic listeners, problem solvers and experts at using the telephony and operations systems, all while sharing an open office space with hundreds of colleagues, each one trying to outperform the next.

Much has been written about ways to measure and improve employee engagement, ranging from reward and recognition, favourable incentive strategies, flexibility, positive relationships with management and peers, leadership and real-time feedback to name but a few. It is however, the area of learning and development that seems to be the most thought-provoking.

As with any organisation with a large number of people, each person comes from a unique background and has their own learning style. Agents need to be kept up to date with changing regulations, updates on product knowledge, new system functionality and they need to be coached on soft skills all while targets and focus areas are changing constantly.

At Nimble, technology like voice analytics on call recordings helps ensure that 100% of calls are monitored and analysed quickly. Team Managers can get feedback virtually immediately and coach agents before that challenging call becomes a distant memory. In addition, it also allows for real-time agent recognition of a well handled difficult call, while at the same time using that call as a training opportunity for the rest of the agents.

We have developed an agent specific real time performance tracker which measures each individual agent’s performance against the rest of their team using various sources of information, including voice analytics. Each individual criteria that is measured, can be coached by their team manager while it will also highlight areas where the agent is doing better than the rest of their team.

We also create micro learning opportunities through regular stand up meetings where we can quickly share small chunks of information as well as getting real life feedback from agents on both successes and fails. This is particularly useful when rolling out new processes or technology.

Learning and development, combined with clear learner pathways is just one aspect any organisation needs to get right if it wants to have any chance to have positive employee engagement. On its own this is an area that needs continuous focus and reinvention, not to mention the difficulties on all other aspects of employee engagement.

Engaged employees create great organisations!

Written by Nico Nel – Human Capital Executive

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St Agnes Primary School

St Agnes is a public school situated in Woodstock, Cape Town.

Nimble Group actively supports St Agnes Primary School through the Partners for Possibility programme. We dedicate resources to a variety of initiatives aimed at creating an enhanced learning and recreational space, enriched student experience, and optimized day-to-day running of school operations.

Computer room upgrade Our dedicated team of IT technicians has upgraded the school’s IT hardware and software, creating a more user-friendly and modern environment for students and teachers using the computer room daily.

Playground painting and revitalization
Our enthusiastic volunteers devoted their time to painting vibrant murals and interactive games on the walls and paved areas of the playground.

Enriched student experience
Nimble strives to continuously improve the student experience by celebrating academic excellence, sponsoring prize-giving events, and more.

Day-to-day operational support
We also contribute to the school’s operational efficiency by offering administrative support and providing access to Nimble’s HR and Finance functions.

Peak Child

Nimble Group has taken the initiative to establish an Early Childhood Development Centre, which began operating in January 2019 in Woodstock, Cape Town. The centre operates under the guidance of Peak child, and while accessible to the public, primarily serves as a subsidized preschool for the children of Nimble staff.

Peak Child aims to equip children with the best possible foundation for life by providing affordable, high-quality preschools in close proximity to workplaces, catering to the needs of emerging middle-class parents. Since its inception, Peak Child has focused on collaborating with socially responsible employers to support their staff beyond conventional employee benefits.

Peak Child offers comprehensive programmes for children aged 3 months to 5 years. Through partnerships with prominent educational experts and local primary schools they ensure that children transitioning from Peak Child are socially, academically, and physically prepared for admission to any of Cape Town’s leading primary schools. Peak Child currently operates three schools, including Peak Child Nimble.

Nimble has made a significant investment in this project, with plans to replicate this model close to its Johannesburg offices.

Altius et Latius Trust

The Altius Et Latius Trust is a school education initiative aimed at providing bursaries to historically disadvantaged students, enabling their attendance at top schools in Cape Town.

The primary goal of the trust is to promote equitable access to high-quality public education, fostering lasting transformation. Their objective is to support fifty talented learners in gaining admission to high-performing schools.

Nimble Group continually makes a substantial impact on this crucial initiative by providing essential resources for additional student support, such as tutoring, funding for school events or excursions, sporting equipment and more.