Staff motivation

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Staff Motivation In a Job

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Staff motivation

  1. 1. Key Factors1. Mentoring2. Networking3. Trust
  2. 2. Call Center Staff MotivationTrust for What is Worth- Successful People- People who will become successful
  3. 3. Improving Motivation in a CallCenter 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.
  4. 4. 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
  5. 5. 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%
  6. 6. 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.
  7. 7. 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.
  8. 8. 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.

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