Now More Than Ever, Take Time to Say “Thank You”
By Peter Lyle DeHaan
I’ve seldom been in a call center that wasn’t busy. Even the ones that weren’t quite as busy as others still had calls come in at a steady pace. And this was during normal times. What about the not normal times when things really get extra busy? Really busy?
When call traffic spikes, agents committed to the work before them elevate their game to the next level. They shift into overdrive and handle more calls than they would do on a regularly busy day.
But what happens when this spike of traffic isn’t so much of a spike but more of a sustained onslaught of incoming calls, such as what might occur in a medical call center during a pandemic?
This isn’t a short-term situation, which will be better in a couple hours . . . or tomorrow . . . or next week. This is a new normal that pushes us and our staff to the breaking point and sometimes beyond.
Although there’s not much we can do to hold back the flood of calls coming in, we can let our staff know how much we appreciate their work. We can celebrate customer service distinction. We can recognize team members who serve patients with finesse. Take time to acknowledge their work and their dedication.
These simple gestures show telephone agents that their work is noticed and appreciated, providing benefits that don’t come from compensation alone. Unfortunately, when we’re in the middle of a crisis, we easily forget to take the time to honor our staff for the exceptional work they do.
This need not take a lot of time nor require much preparation. Just catch your staff doing something right and praise them—publicly, if possible. This will motivate them and encourage others.
When you do this be genuine. Make eye contact, state your appreciation, and thank them for their work. Then move on. Don’t belabor it.
How long will this take? It might only require five seconds of your time. But the impact will last much longer.
Read more in Peter Lyle DeHaan’s Healthcare Call Center Essentials, available in hardcover, paperback, and e-book.
Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of AnswerStat and Medical Call Center News covering the healthcare call center industry. Read his latest book, Sticky Customer Service.
