Call Center Staff MotivationTrust for What is Worth- Successful People- People who will become successful
Improving Motivation in a CallCenter EnvironmentTedium of workAbsence of ChallengingLack of career progressionAbsence of investment in trainingLow levels of employee retention.Stress and anxietyWorkloadPhysically and mentally demanding work.These factors engender a sense of frustration and desintegration of staff morale.
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
Indicators to Measure the Impactof 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%
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.
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.
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.