The document discusses key factors for improving motivation in a call center environment such as mentoring, networking, and trust. It identifies issues like tedium of work, lack of career progression and training, and work stress. Suggested solutions include open access for employees, management meetings, and training. Metrics to measure impact include increases in customer satisfaction, employee satisfaction, and decreases in operating costs and staff stress. Possible additional solutions proposed are a scheduling system, flexible work patterns, coaching, supportive environment, improved compensation and feedback systems.

2. Key Factors
1. Mentoring
2. Networking
3. Trust

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.