Management By Walking Around (MBWA) is a management technique that involves managers walking around their workplace to observe and engage with their employees. This technique has been used successfully in many industries, including call centers. In this blog post, we’ll explore the benefits of MBWA in call centers and provide tips for implementing this technique in your call center.
- Improved employee engagement: MBWA can improve employee engagement by providing managers with opportunities to connect with their employees on a personal level. By taking the time to listen to their concerns and ideas, managers can show their employees that they are valued and appreciated. This can help build trust and create a positive work environment.
- Increased productivity: MBWA can also increase productivity by identifying and addressing issues that may be hindering employee performance. By observing work processes and talking to employees, managers can identify inefficiencies or bottlenecks and implement solutions to improve workflow and productivity.
- Better customer service: MBWA can improve customer service by providing managers with insights into the customer experience. By observing calls and interacting with customers, managers can identify areas for improvement and provide feedback to their agents. This can help agents deliver better customer service and improve overall customer satisfaction.
- Greater transparency and accountability: MBWA can also increase transparency and accountability by providing managers with firsthand knowledge of what’s happening in their call center. By observing work processes and talking to employees, managers can identify issues or concerns and take action to address them. This can help build trust and foster a culture of accountability and continuous improvement.
- Improved team collaboration: Finally, MBWA can improve team collaboration by providing managers with opportunities to connect with their employees and build relationships. By observing work processes and talking to employees, managers can identify opportunities for collaboration and encourage teamwork and cooperation.
Management By Walking Around (MBWA) is a valuable technique for call center managers who want to improve employee engagement, productivity, customer service, transparency, accountability, and team collaboration. By taking the time to observe and engage with their employees, managers can build trust, identify issues, and implement solutions that drive business growth and success.