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I think the CSRs in my shop are so motivated because they are well compensated. They are also paid a quarterly incentive that is strictly derived by how well they perform against their standards. If they don't hit the 4 minute AHT, it hits them in the wallet. If they do great on all their monitoring sessions in the quarter, they will be rewarded. As much as 15% of their annual salary can be up for grabs as long as they excel.
Equally important, compared to other call centers I've visited, this is a very nurturing environment. The attitude, from the top down, is "we care about you."
Love & money...what more could you ask for?
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cjw
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