Frontline employees are a force to be reckoned with, but they always seem to be in the shadow of their office counterparts. It is as unfair as it is discouraging, especially since stats show that it is actually frontline employees and managers who drive the majority of sales and bring customer support to the next level.
Frontline employees directly affect customer satisfaction by performing a variety of roles, including taking customer phone calls, communicating with people in shops, hospitals, etc., and managing a frontline team.
It is safe to conclude, therefore, that a frontline employee must possess exquisite social and communication skills and undergo a variety of training programs to learn how to deal with different types of personalities.
A fast response to any kind of complaint or suggestion is of crucial importance in the digital age. Companies running around-the-clock customer support know how much effort it takes to deal with a single urgent issue – let alone a multitude of them. That, perhaps, is the most important role of a frontline employee. Resolving the issue in a timely manner and keeping the customer happy is the recipe for business success.
Office employees, on the other hand, keep things running smoothly behind the lines. They perform a variety of roles in line with their skill sets and in the context of the company they work with. Their roles are, more or less, precisely defined, unlike with frontline employees who must take things on the go.
Both office and frontline employees are important for overall business success, and it is in the best interest of companies to keep them engaged. Stats on engagement speak louder than words. An inspired employee will be proud of their work and will give their best to make the company more successful.
They won’t look for other jobs and will help the business grow simply because they will perceive company success as their own.
Bottom line, engagement is the key to long-term success and every business should make an effort to keep its employees engaged for best results.
Motivated frontline employees inspire customers. We all know how important generous customer support is from the first-hand experience. The same goes for the employees.
According to a study performed by Gallup, engaged frontline employees are 17% more productive than disengaged ones. Need we say that reflects on loyalty, better performance and lower absenteeism?
Frontline employees want to be respected, just like their office counterparts. People tend to work harder and enjoy their job when they know their efforts will be rewarded. That, in turn, results in better customer performance and makes customers equally happy. Satisfied customers will refer their friends, and so the circle goes on into a beneficial future.
As mentioned above, engaged frontline employees are happy with their position and will not look for other job opportunities. This directly affects absenteeism rates (considerably lower to none), productivity and customer satisfaction.
Because frontline employees communicate with customers directly, unlike their office counterparts, it is of essential importance that they be engaged and happy with their duties.
In that sense, it is essential that managers be engaged too and that they pay particular attention to task delegation. Namely, numerous studies have shown that allocating too many tasks results in employee frustration.
It essential to delegate only the tasks that can be completed within a reasonable deadline. In that way, both frontline and office employees will feel the satisfaction of getting the job done and will take pride in the company’s overall success.
In turn, the respect and proper task delegation will boost employee loyalty, which translates into continual customer satisfaction.
Numerous studies show that managers going out of their way to build trust and respect, as well as inspire employees to continually perform better. Plus, it’s always important to supply employees with the tools that they need to succeed. For example, using free software that actually wastes time instead of subscribing to something more efficient can make all the difference.
Why Engaged Managers Matter
Things have changed considerably and rapidly over the past decade. With the focus shifting towards online operations and agile approaches, the old-school managerial practices are becoming increasingly obsolete.
It is crucial to understand the differentiation. Nowadays, it is extremely important to engage the entire workforce, by making their opinions matter. Their feedback should also be encouraged and taken into account when making business decisions.
The practice has shown to inspire employees as individuals and make them an important link in overall company success. This directly leads to engagement — everyone wants to feel important, after all.
A good example of this agile approach is seen in Spotify’s organizational model, which has created a system that makes each and every employee an important factor in the overall success. Transparency is the key to the concept and is aimed at agile scaling starting from top executives all the way to the office and frontline employees.
Motivated Employees Help Increase Sales
Workforce engagement directly affects the success of sales and overall productivity. Engaged employees think outside of the box, going the extra mile to both make the company more successful and to make more customers happy.
Further out, employee engagement also means that every individual will try to make the workplace a better place for all their colleagues. While office employees may pay attention to small but significant details (such as buying an office plant), frontline employees may be engaged in other ways (such as encouraging a positive atmosphere for both their colleagues and customers).
According to Gallup, engaged environments have reported 20% higher sales in the long run, as compared to disengaged workplaces.
Broadly speaking, both office and frontline employees stand to benefit from an engaged workplace, but the process goes both ways. It is only to be expected that engaged employees will strive the company a better place for everyone — their colleagues and customers alike — simply because they want to share in company success, which they see as their own. And well they should! Each and every engaged employee directly affects the sales and the productivity of their company.
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