7 Simple Things You Can Do To Motivate Callers In Your Call

Center

Introduction

•Many organizations think that keeping their clients happy should their ultimate motive but in this process, they forget that the targets can be achieved only through motivated agents. It is very important for the managers to understand that there is a direct correlation between employee gratification and call-center productivity. Check for some of the tips which can help you in keeping the employees motivated.

•Here are a few tips to boost the morale of the executives in call-centers:

Tips For Motivating Employees

Presentation Agenda:Have a Warm and Friendly Office EnvironmentHave TeamsCreate a Friendly CompetitionHave an Employee SurveyProvide Greater VarietyEnhance the Training ProcessRecognize and Reward

Warm and Friendly Office Environment

•It not only includes aesthetics and design but also behavior of the senior members and the camaraderie as well as ease of comfort between the colleagues.•It is important that the leaders set an example and set the tone of the contact center.•Maintaining personal rapport with the executives.• Lay emphasis on the design and structure of the office.•Providing some recreational facilities helps the executives to rejuvenate their mind.

Have Teams

•It is better to create groups and assign them specific jobs. It helps in reducing the workload among employees and improves communication.•It helps in creating a sense of belonging among the callers and allows the team leader to guide the agents in the direction the company wants. •With a small number of individuals to manage, the supervisors can look into their issues personally and can ensure faster resolution.

Create a Friendly Competition

•Nothing can encourage the employees more than a competition among the peers.•A friendly contest acts like a fuel for motivation. This is the greatest advantage of having specific teams for jobs.•Contests also help in building the camaraderie between the members of the team.•The callers are more likely to encourage each other to perform better if there is a competitive environment around. •The challenges that are made should be positive in nature, free of ridicule and should not offend any members.

Have an Employee Survey

•Agent input is an important source of finding ways to encourage them. Find out the areas of dissatisfaction or what puts off the executive the most.•Asking for their inputs not only helps you to develop a more actionable plan but also makes them feel valued in the organization.•The employee survey is the best way to comprehend what goes on in the minds of the callers.•Many organizations have suggestion boxes where the employees can drop-in their advice while maintaining anonymity.

Provide Greater Variety

•Professional development plays a crucial role in ensuring that the agents always put their best foot forward.•The experienced and best executives should be brought in to train the new entrants.•Promotion from within the organization is another effective method of motivating the representatives.

Enhance the Training Process

•Giving time-to-time training to the executives help them to catch up with the dynamic working situations.•Training sessions are created in order to help the caller learn new skills and include them in their daily work style.•Guidance and support go a long way in encouraging the employees.

Rewards and Recognition

•The recognition can be in either verbal or oral form.•Publicly acknowledging the initiatives and efforts of the executives helps in boosting their morale high. •Designing and implementing effective incentive system is integral to enhance the productivity of the callers as well as to improve the retention levels.•Most agents crave for a little attention from their supervisors and usually react in a positive manner to these incentives.

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