The best tips for call center motivation are virtually the same as those intended to motivate employees in any other office setting. For a supervisor, one key to motivating call center employees is to be a fair and approachable authority figure. It also helps to model the practices that the manager wants to see in his or her employees. Implementing proper rules and regulations, and enforcing them equitably can promote office motivation as well. Rewarding employees for good performance is another way to encourage call center motivation.
Call center motivation is typically deemed necessary because of the unique characteristics of call center jobs. They might differ from other positions, for instance, because many call center agents receive relatively low pay for tedious work. Another issue is that technological advances have made call centers busier and potentially more stressful working environments than in the past. These conditions might prevent call center agents from performing at the level necessary to benefit their employers. Many workplace studies show that motivated employees are more likely to feel invested in their work, resulting in higher efficiency and productivity.
An important tip for call center motivation is to be an approachable supervisor. Despite the potentially demanding atmosphere of the call center, the employees should have at least one person in whom they can confide and to whom they can ask questions. Furthermore, that supervisor should try to deal with questions and grievances efficiently to assure employees that they are being treated fairly.
Supervisors also should try to model the attitudes and actions that they want to see their employees demonstrate. For instance, it can set a good example when the supervisors take the initiative to assist with calls during high-volume periods. Assuming some of the workload, rather than simply delegating tasks, can increase call center motivation by emphasizing teamwork and productivity.
Call center motivation can also depend on the existence of clear rules and regulations. In addition to creating policies related to job duties, such as quotas, managers should implement fair policies that apply to all employees, including supervisors. Some examples could include time and attendance rules as well as on-the-job regulations, such as not making personal phone calls during working hours and having uniform break times for everyone.
Providing tangible rewards for good performance, such as meeting and exceeding job quotas, is another way to encourage call center motivation. Some supervisors also grant additional recognition for good employee attitudes that boost workplace morale. Common examples of rewards for reaching a certain level of productivity might include a monetary bonus or a virtual reward based on an interoffice Internet challenge of some sort.