What is a Call Center’s secret to motivation?

[RichardBlank]

If the agents value success, integrity, customer service, a personal work ethic, excellence and innovation, then we help the associate align those values with the organization's objectives. We help in creating personal long-term goals such as becoming a top producer or a more short-term goal like mastering the calling script. We reinforce their emotional state of confidence, keeping them focused on the basics, guidelines and adherence to hit for a higher standard. Rewards are common for agents with positive customer feedback so that they consider the call center a career opportunity, not a dead end job.

Money will always motivate employees. In Costa Rica, call center jobs are high-paying, highly sought-after jobs in comparison to other vocations. Most of the telemarketing jobs leaving the United States are for positions and salaries many North Americans snub. Our call center agents will make a consistent, effective contribution to the campaign’s success in order to insure that their paycheck continues.


I hope that helps.

Richard

[OnTheMove]

Very interesting Richard... I have developed and implemented programs in the past on how to reward employees that perform well or are trying to perform as well as possible. Knowing how to reward employees (Non-monetary) is a painstaking exercise which is based on recognition. When I have the chance to launch this type of program, the return is absolutely astonishing: employees happy to go to work or talking between themsleves during their break on how to make things work smoother, smiles on the floor, open communication with management on how to streamline processes etc. Ultimately, your productivity sky-rockets... and you get to identify potential leaders.

Bruno

[hello]

I work in large call center and I am trying to put together an incentive that is based around the olympics. Any sugguestions would be great. All agents have to be on the phones all of the time as we are inbound. please feel free to offer any ideas. I would def like this to be able to involve all levels of agent as top performers always seem to win everything.

[RichardBlank]

Bruno

Thanks for the reply and great advice.I have the same situation where I am always looking for future leaders. The ones that say "if you want me to do this, you have to pay me" are the ones I pass over.The ones that say,"Richard, what more can I do to help" are the first agents I choose for promotion.

hello

Nice to meet you.

Top agents are great examples for the rest. To keep the bar high, they must be compensated properly. Every team needs a goal scorer.



Richard


.

[sheldonoverton]

That's a very open ended question, and one that isn't easy to answer. It not only varies from center to center, but from person to person. Money can be a motivator, but it only lasts until a higher paying job comes along.

However, if there is one common motivating thread that I've seen, it's respect.

Respect the people in your center and make them feel appreciated. It may not even cost anything; a simple hello or "good job" may make someone's day.

I've talked with agents in centers that feel that they aren't respected and appreciated. The easiest way to turn a top performer into an under achiever is to make them feel like they don't matter.

I hope this helps.

Sheldon Overton
sheldonoverton@aol.com

[RichardBlank]

sheldon

Thank you for your reply.You have brought up a great point.

I like to use the example of "1984".In the book, the workers are nameless drones that work in a bleak environment. Nobody is respected, acknowledged and very expendable. I have found that large call centers have the same mentality.

My call center is small, yet manageable. I make an effort to know everyone and use their name. People here don't call me "boss"or in Spanish "el jefe" just my given name of Richard. I want everyone to feel needed and comfortable.

As you stated, respect goes a long way. When given, it can be returned three fold.

Good luck in your business.


Richard