O que você faz se os funcionários do seu call center estiverem se sentindo desengajados e saindo?

In order to maintain high morale, active participation in daily activities is essential. Merely observing without engaging serves no purpose. By actively participating, it becomes easier to identify any dissatisfaction, problems, or negative influences that may lead to low morale.

Assessing morale is like checking the engine of a car—you won’t notice problems until it’s too late unless you look under the hood regularly. In the call center, I’ve found that regular surveys, focus groups, and one-on-one check-ins help me spot signs of disengagement early. This feedback is gold—it reveals what’s working and what isn’t. Once I know the root causes, I can make meaningful changes to create a more supportive, energized work environment.

Respect everything that was mentioned so far as valid, I'd start with exit interview and surveys to understsnd the reasons for disengagement.

Supporting employees can be achieved by providing comprehensive training and instructing them on how to effectively resolve issues. By discouraging a culture of blame, employees will feel empowered and supported in their roles.

Supporting your team is like giving them the right gear for a hike—you can’t expect them to reach the summit without it. I’ve learned that access to proper tools, ongoing training, and mentorship are essential to keeping agents confident and engaged. Clear communication channels also create a space where they feel heard and valued. When your team knows you’re invested in their growth and well-being, they’re more likely to stay loyal and motivated.

Recognizing effort is crucial when operating as a team. Avoid using singular pronouns like "I" and utilize "we" instead. Acknowledge and credit individuals based on the achievement of set targets.

Recognizing effort is like adding fuel to a fire—it keeps the motivation burning. In my experience, simple gestures like verbal praise during meetings or more formal rewards like "Employee of the Month" go a long way in making agents feel valued. When we celebrate wins as a team, it creates a sense of belonging and boosts morale. Recognition isn’t just a pat on the back; it’s a reminder that each individual’s contributions matter to the bigger picture.

Employees must undergo regular workshops, training, and educational programs to enhance their skills and prepare them for advancement into more senior roles. Managers must refrain from exploiting their employees.

Career growth is like providing a ladder—when employees see a clear path upward, they’re more likely to climb. I focus on creating transparent pathways for advancement in the call center, from training programs to skill development workshops. When agents know they can grow within the organization, they stay engaged and motivated. Investing in their development doesn’t just benefit them—it strengthens the entire team’s capabilities.

Work-life balance is like the foundation of a house—without it, everything else cracks under pressure. In the call center, I’ve found that offering flexible schedules, remote work, or extra time off can make all the difference. When employees feel their time outside of work is respected, they come back more refreshed and committed. A balanced workforce isn’t just happier—it’s more productive and engaged.

Engagement is like the glue that holds a team together. Regularly connecting with call center employees through team-building activities, casual check-ins, or idea-sharing sessions fosters camaraderie and open communication. When employees feel connected and heard, they’re more motivated and invested. It’s not just about tasks; it’s about building relationships. By nurturing the social side of work, you create a more enjoyable, cohesive, and productive environment.