📞 The Power of Pre-Shift Huddles in Contact Center Operations 📞
Sent by the Learning & Development Team
Hello Team Leaders,
Running a successful contact center operation requires more than just skilled agents and state-of-the-art technology. It also hinges on clear communication and alignment among the team, which is where pre-shift huddles play a pivotal role. As part of our VSS Standard Operations And Rigor (vSOAR) model, particularly in the “tailgating” phase, pre-shift huddles help set the tone for the day, align on goals, and foster team cohesion. Let’s explore why these quick 10 to 15-minute meetings are so important and how you can adapt when putting agents on AUX isn’t feasible.
The Benefits of Pre-Shift Huddles
1. Alignment and Focus:
- Pre-shift huddles provide an opportunity to align the team on daily goals, key performance indicators (KPIs), and any specific challenges for the day.
- This helps agents focus on what’s most important and prepares them for the day’s priorities.
2. Communication and Updates:
- Huddles are an ideal forum for sharing critical updates, whether it’s a new product, service change, or any internal information that agents need to know.
- They ensure that everyone is on the same page before taking calls.
3. Team Cohesion:
- These short meetings foster a sense of teamwork and shared purpose.
- They provide a platform for recognizing achievements, addressing concerns, and boosting morale.
4. Skill Reinforcement:
- Pre-shift huddles can be used for quick training refreshers or reminders about best practices.
- This ensures that agents are consistently delivering high-quality service.
5. Problem-Solving:
- Huddles offer a space to discuss potential issues or challenges.
- By addressing problems proactively, teams can mitigate issues before they escalate.
Setting the Tone for the Day
1. Reflect on Past Performance:
- Start by discussing how the team performed the previous day or week.
- This helps the team learn from past experiences and focus on improvement areas.
2. Set Clear Goals:
- Outline what the team should aim to achieve during the current day.
- This aligns everyone on the overarching goal of the team and the account.
3. Share Important Updates:
- Include any essential updates or changes that the team needs to know.
- This keeps everyone informed and prepared for the day.
4. Focus on KPIs and Behaviors:
- Go through a roundtable where each agent focuses on specific KPIs or behaviors.
- This helps agents understand what they should prioritize and improve.
When AUX Time Isn’t Feasible
1. Staggered Start Times:
- If putting agents on AUX isn’t possible, consider staggered start times for huddles.
- Smaller groups can meet as shifts overlap, ensuring minimal impact on service levels.
2. Virtual Huddles:
- Use instant messaging or video conferencing tools for quick virtual huddles.
- This is especially useful for remote or distributed teams.
3. Bulletin Boards or Digital Signage:
- For sharing key information and updates, use bulletin boards or digital signage in common areas.
- This allows agents to stay informed even if they miss the huddle.
4. Pre-Recorded Messages:
- Record a brief video or audio message with daily updates and reminders.
- Agents can listen or watch during a convenient time, ensuring everyone stays aligned.
Weekly Leadership Challenge
🌟 Implement Pre-Shift Huddles:
- Organize a pre-shift huddle with your team using the strategies discussed above.
- Adapt to your team’s needs, whether it’s through staggered times, virtual huddles, or bulletin boards.
- Share your feedback and experiences with learninganddevelopment@virtualstaffing.net by the end of the week. The best implementation will be highlighted in our next newsletter!
By incorporating pre-shift huddles into your contact center operations, you can foster alignment, improve communication, and strengthen team cohesion. These quick meetings, even when modified to fit operational constraints, can make a significant difference in performance and morale.
Lead your team to success, one huddle at a time. 🚀