Running a call centre can be hard work especially during holidays or peak seasons. But, no matter what the day or season is, your employees must always stay motivated in order to do a good job. By staying motivated, they can keep productivity levels stable or even make them higher. A motivated employee is a good reflection of the company. Your clients will also be able to notice it. If your employees are happy, your clients are happy. Here are nine ways to keep your staff happy and motivated.
Do not underestimate the power of free snacks. Snacks such as crackers, soda, juice, chocolate, granola bars, energy bars or even cereal are a great mood booster. Your employees will appreciate the free food because they no longer have to worry about bringing these things or going out the office to buy them. This ensures that they are well fed throughout the day. A full employee has more focus and greater understanding than an employee who has a grumbling stomach.
Room for growth
Give your agents room to grow. Ask them what areas in their jobs they want to improve. Ask if they want to improve on a specific skill. Provide training. A motivated employee will always want to level up. This is good not only for his career but for the whole company as well. You will have a group of employees who are constantly striving to improve themselves, constantly striving for excellence. By upgrading their skill set, they are able to cover a wide range of jobs thus benefiting the company.
Being on the phone, seated in front of a desk the whole day or night can take a toll on the human body. There are several problems that can arise because of this. One is poor circulation. Combat this problem by offering free massages to your employees. Some call centres hire massage therapists once a month to give their agents free neck and back massages. This will keep their blood going and help prevent stiff and tired muscles.
Get to know them
Try to spend a few minutes every day with some of your agents. Ask them casual questions. Ask them about their families. Ask them if they have comments or complaints regarding their jobs. Ask for their opinions on how to improve daily processes in the office. They might have some useful input.
Also, knowing that they can talk to the boss will give them peace of mind that you care about them. It will encourage them to speak up and become more creative and think of ways to improve your services.
Stress is the number one enemy of call centre agents and for good reason. Being on the phone for long hours, talking to different people who are mostly complaining is just plain stressful. If you start seeing signs of stress, eliminate it right away. Stress can make your staff cranky. It can make them lose focus. It can make them frustrated or easily irritated. You don’t want your clients speaking to an angry customer service rep, do you? You can offer free tea and coffee. These two drinks are found to successfully enhance a person’s mood. They have anti-oxidants that fight stress.
Encourage your agents to do some exercises in their cubicles. You can also have team building activities or any activity that will make their hearts pumping and blood going.
Ask them if their workload is too much then make adjustments accordingly.
Set realistic schedules for offline tasks
Some companies give their agents a very tight schedule. For example, the first 2 hours of the day are spent on calls then 30 minutes to write a report then back to calls. Some just give 2 minutes of bathroom break then their agents get reprimanded if they go over this time frame. This is not realistic. Your agents are human beings, not robots. You can’t expect them to run to the restroom and go back to taking calls. Give them sufficient time to have some breaks, get a few stretches and maybe have a cup of coffee or something to eat.
Also, you may want to let your agent finish taking calls without any other interruptions and then set aside some time later to do reports, hold meetings, etc. Set one task at a time. You will see that productivity will be better this way.
Show a report on your agent’s performance
Every day, show your agents a report about their productivity. Let them know what they achieved the previous day. Make it as detailed as possible like how many calls they have taken, how well they’ve done on each one, their satisfaction scores and any problems they have encountered. This will encourage them to be better today and improve any weak spots.
Always remind your agents about your company values
In training, you teach your agents the core values of your company. People who can identify with these values are a good fit for the company. See which agents can bond with management and which ones who do not share the same values. Let them go because they will only be a burden to the company. Only hire people who are a good fit. From time to time, remind your people what you are doing and why you are doing it.
Let your employees compete with each other. At the end of the day, see who gets the top calls or the highest satisfaction scores. Award these agents accordingly. It does not always have to be a monetary prize. A pizza certificate or movie tickets are good prizes. You can also give the top agents more flexibility in terms of offline tasks. You can give them a paid holiday. You can hang a plaque on the wall with the top agents’ photos. You can also send them to seminars and trainings that would enhance their skills allowing them to have opportunities for promotions.
There are many simple things that you can do to motivate your staff. Just be creative with your approach so your staff will always stay happy.