5 Ways to Motivate Call Center Agents
A work-driven call center agent is the the most vital part of your company in achieving your goal to to convey excellent customer service. Even the smoothest customer experience can sometimes take an undesirable turn. At that point, your customers will most likely grab their phones and ask for the assistance of a representative from your company.
While you may have all the right tools and overheads necessary to keep your employees productive, it may not always work. If you already have all the equipment necessary to make high-quality calls, you should now focus on keeping your call center agents happy and motivated. By developing an safe and proactive environment for your workforce, your representatives will promptly react with higher engagement levels.
Keeping your BPO employees productive is necessary for your business. Here are the top 5 ways to motivate call center agents.
Provide a comfortable work environment
Most of the time, call center agents are seated in front of a computer handling calls and gathering information. By providing them a comfortable office to work in, you’re allowing them to focus on keeping the quality of their calls high. Imagine working in a hot or cramped office while listening to an irate customer. Not very productive, right? A good office should be air-conditioned, well-lit, and should have all the necessary tools.
Promote friendly competition within the team
By providing your agents a chance to have friendly competition against their colleagues make them a lot more productive. Friendly rivalry with colleagues is thought to be a good motivator that boosting their drive to excel. It benefits both parties. The winners are given compensation while the others are driven by the desire to succeed as well.
Encourage the team leaders to walk around
Part of the team leader’s role is to keep the agents productive and energized for work. Pre-shift, mid-shift, and/or after-shift huddles are necessary. However, another way to keep the team from dozing off is by letting the team leader walk around. They can provide verbal motivation and their physical presence can be enough to wake up the sleepy agents.
Promote face-to-face interaction
If you can, try to interact with your team on a regular basis. Better yet, allow them to have a one-day “interaction time”. You can hold this once a month. This interaction time is just as its name suggests. Basically, agents will have an entire day dedicated to talking and bonding with their team. Questions, suggestions, and complaints can be expressed to team leaders or the admin staff directly. This allows the team to develop a meaningful rapport with each other.
Motivate by using incentives and bonuses
The job of a call center agent is not easy. Handling customer complaints and inquiries all day is a big responsibility. One of the most effective ways of keeping the productivity high is by giving the agents incentives and bonuses whenever they do something exceptional.
Monitoring your team’s productivity levels can give you an idea on what motivator works best for each team. A team of happy and satisfied agents can determine the success of your BPO endeavors.