3. Call Center Staff Motivation
Trust for What is Worth
- Successful People
- People who will become successful
4. Improving Motivation in a Call
Center Environment
Tedium of work
Absence of Challenging
Lack of career progression
Absence of investment in training
Low levels of employee retention.
Stress and anxiety
Workload
Physically and mentally demanding work.
These factors engender a sense of frustration and
desintegration of staff morale.
5. Suggested Solutions
Open access to employees
Making and observing formal work procedures
Listening to agents taking calls and conversations
between staff.
Viewing variations in staff morale and work process.
Management meetings
Training sessions
6. Indicators to Measure the Impact
of the Suggested Solutions
Customer satisfaction an increase of 20 percent
Employee satisfaction an increase of 30%
Operating costs a reduction of 30%
Staff stress a reduction of 20%
7. Decision Making Model
The adoption of a streamlined production line
approach with rigid rules and standards leads to
limited service quality.
It provides an efficient way to address the tangible
dimensions but fails to address the intangible aspects
of service.
The empowerment approach is more appropriate for
intangible service characteristics; it allows flexibility
by allowing employees to treat each customer as an
individual.
8. Possible Solutions
Scheduling system.
Flexible working patterns.
Implementation of a real time side by side coaching to
encourage rapport building between staff and managers
and thereby accelerating behavioral changes.
Supportive environment
Managers must be sufficiently hands on to give active
support but sufficiently hands off to enable teams to have
the space to solve and implement their own solutions.
Improved compensation, motivation and incentive
programmes.
A performance feedback system that relates individual
results and team results.
9. More possible solutions
Acknowledgment and reward systems beed to be
timely and personal with clearly agreed paramenters.
Involving employees in future recruitment activity
involvement
Weekly team meetings to discuss results, problems,
or to cross train team members.
To reduce call volumes
To ensure the customer is connected to an
appropriate agent.
To provide differentiated levels of service.
10. More possible solutions
Acknowledgment and reward systems beed to be
timely and personal with clearly agreed paramenters.
Involving employees in future recruitment activity
involvement
Weekly team meetings to discuss results, problems,
or to cross train team members.
To reduce call volumes
To ensure the customer is connected to an
appropriate agent.
To provide differentiated levels of service.