Motivating your call center agents can be challenging. Rewarding or punishing good performance is often not enough, as these actions may worsen the problem.
In this blog post, we’ll explore 13 call center motivation tips that will help you encourage positive behavior in your agents without making them feel singled out or demotivated by management.
Lead by Example
Leading by example is one of the most critical parts of a leader. It shows people what to do and how to act so they know exactly what to do.
You should be a good role model for others, setting an example for them to follow and emulate.
You don’t have to be perfect, but always try your best, and don’t be afraid to admit when you are wrong or need help from others. Remember John Wooden’s words: “The most powerful leadership tool you have is your example.” This quote reinforces the importance of leaders setting a positive example for their teams.
Build a Positive Call Center Environment
To build a positive call center environment:
- First, You must ensure it’s well-lit with plenty of natural light. If windows surround your call center, it will help motivate your agents because they can look outside and see what’s happening in their community.
- Second: Ensure the call center is always clean and tidy—no one wants to be around dirt and clutter! You might consider hiring cleaners once a week to keep your office space fresh and tidy.
- Third: Ensure the air conditioning system works appropriately so everyone feels comfortable working there (especially if multiple people are working).
- Finally, Remember that having fun doesn’t mean spending money. Sometimes, simple things like playing music through speakers or using props like beach balls around the office can help get everyone engaged!
Break the Monotony
In a call center environment, your employees will likely face monotony. Their job will often require them to perform similar tasks repeatedly each day, week, and month.
This can quickly lead to boredom and lower motivation for agents and supervisors. If this sounds like something that might be happening at your remote call center, then you must find ways to break up this routine so that everyone stays engaged in their tasks throughout the day (and hopefully years).
The best way to do this is to encourage different departments within your organization to work with one another on at least a quarterly basis to generate new ideas (even if it’s remotely)—thoughts that could help improve processes across all areas of operation! However, this is a reminder of Steve Jobs’s words: “The only way to do great work is to love what you do.” This quote emphasizes the significance of passion and enjoyment in one’s work to maintain motivation and break routine.
Foster Open Communication
Open and effective communication is vital to a thriving call center. “The art of communication is the language of leadership” (James Humes). Strong communication fosters trust, ensures clarity in expectations, and minimizes misunderstandings that can lead to frustration. Encouraging open dialogue allows agents to share challenges, ask questions, and contribute valuable insights that improve overall operations. When leaders actively listen and provide constructive feedback, they create an environment where agents feel heard, valued, and motivated to perform at their best.
How Do You Foster Open Communication?
Examples of open communication include A supervisor not only asking questions but also listening to your answers.
An agent shared her frustrations about her job and the company in general. A customer service representative tells his supervisor what went wrong during a call and how he can improve next time.
Empower Your Call Center Agents with the Right Tools
Your tools should be easy to use, accessible, and user-friendly. They should also be relatively simple to learn and train.
Create SMART Goals
You can apply this concept of SMART goals to your call center. SMART goals are simple but can effectively motivate agents and track progress.
SMART Stands for Specific, Measurable, Attainable, Relevant, and Time-Bound
The goal should be prominent so that everyone involved in its creation is on the same page about what needs to be done and when it needs to be done.
For example, if you want to increase sales by 5% over the next year and a half, that’s not specific enough because it doesn’t include any details about how much money this means or when exactly those results need to occur within that time frame.
For your employees (or yourself) to know whether or not they’ve achieved success with their goal(s), each one must have clearly defined measurements. Hence, there’s no ambiguity about what constitutes success or failure at any given time while achieving them.”
Assign the Right Tasks to the Suitable Agents
Assign tasks appropriately. Match the task to the agent’s skill set. If you have an agent who is strong on phone etiquette, let them handle the more complicated calls.
Conversely, if you have a less experienced agent who makes more mistakes and takes longer to complete calls, give them more straightforward tasks like taking payments or answering basic questions.
Don’t overload agents with tasks they can’t handle or underload agents with functions that are too easy for them to complete quickly (or both).
Doing so will negatively impact their engagement and morale and your overall call center productivity levels due to poor data quality caused by callers repeating themselves because they were put on hold.
At the same time, they waited for an agent who was unavailable or busy completing another unnecessarily complicated task due to resource misallocation issues.
Prevent Agent Burnout
You’ll want to prevent burnout by providing your agents a healthy work-life balance. Agents who allow breaks will be happier and perform better when they return to the phone. But also, burnout leads to mistakes, and loss of sales.
Here’s what you can do:
- Take breaks
- Get enough sleep
- Eat well through the promotion of what is a healthy lunch, breakfast, and snacks to choose from
- An exercise action plan which will help to offer relief from stress
- Socialize (with coworkers or people in your community) through the use of activities such as games or a trivia contest
- Another motivational idea is to laugh
Avoid Micromanaging Call Center Agents
You want your call center agents to be happy, engaged, and productive. Also, you don’t want them to feel imprisoned or at an assembly line.
You don’t want them to feel like robots simply executing commands without autonomy, creativity, or freedom of thought.
If you micromanage them and treat them like children, this will only breed resentment and low morale, leading to poor performance.
The last thing you want is for your telemarketers to be unhappy because their work environment isn’t good!
Provide Growth Opportunities
You can provide opportunities for growth by promoting from within, offering training, providing mentorship, and allowing employees to advance. On-the-job training is a great way to keep employees engaged and feeling valued.
Cross-training also enables them to learn new skills, which will help them feel more confident in their abilities and likely lead to better job results. Your call center agents may not be content with where they are now—they may want something else out of life or have dreams of something greater than what you can offer them.
If that’s the case, it’s essential for you as an employer to recognize and support those dreams! Remember, “An organization’s ability to learn, and rapidly translate that learning into action, is the ultimate competitive advantage” (Jack Welch).
Offer Rewards and Incentives
Incentives and rewards, such as awards, gifts, or bonuses, are essential parts of business operations, so it’s crucial to have a plan to motivate employees.
Here, an award can be days off, an extra vacation day, a monetary gift, or a certificate. The key is ensuring that your incentives and rewards are based on performance.
You need to identify what metrics matter most for employee performance and create a plan around those metrics and where it gives recognition to work well done.
For example, if your call center agents are measured by call time and average handle time per call, then offer incentives based on these criteria (for example,” For every minute you exceed the average handle time by 10 seconds, you will receive $0.05). When creating incentives or reward schemes, consider what would work best for your business. As Dale Carnegie said when referring to the motivational power of acknowledgment and rewards in the workplace, “People work for money but go the extra mile for recognition, praise, and rewards.”
Encourage Feedback
Encourage and ask for feedback from your agents. Be open to it, and don’t dismiss it just because you don’t like hearing it.
Ensure you aren’t just asking for feedback but listening to it (and not just giving lip service). If an agent has a valid point about something in the office environment or their computer setup, do something about it!
Ensure that you are listening to the feedback and taking action on what was said by addressing the issue(s) raised by the employee(s).
Stop Considering Call Volume as a Measurement of Success
You should never measure call center success by volume. Many calls aren’t enough to make your agents happy or engaged.
It doesn’t mean that your customers are satisfied with the service they receive, and it doesn’t show whether they have had a good experience interacting with your company.
The Bottom Line: Motivation Tips to Lift Call Center Agent Engagement
The call center agent has always been considered a cog in the wheel, but it doesn’t have to be that way. If you want your agents to be motivated, take steps to encourage them with the abovementioned motivation tips.
You don’t need expensive perks or lavish rewards; sometimes, all it takes is knowing that someone recognizes their work and cares about them as people.