Motivating a call center team can be difficult as the work is often seen as a thankless job. Most call center agents are dealing with customers who are angry, frustrated, and oftentimes hostile. A motivated call center team can make all the difference for a company, so it’s important to find ways to motivate your team and keep them engaged in their work. In this article, we share five tips to help you motivate your call center team and keep them happy.
Table of contents
- Why should you motivate your call center team?
- How to motivate a call center team
Why should you motivate your call center team?
A motivated call center team is a productive call center team. There are a number of reasons why you should motivate your call center team. First, motivated agents are more likely to provide better customer service. They’re also more efficient in their work, which can lead to cost savings for the company.
Motivated agents are less likely to experience burnout or turnover, both of which can be costly for a company. All of these factors we mention can have a positive impact on a company’s bottom line.
How to motivate a call center team
Call centers can be high pressure and intense places to work. In order to get the best out of your team, it’s important to keep them motivated. Here are our six tips to help you do just that:
Tip #1. Set attainable goals
One way to keep your call center team motivated is to set clear and attainable goals. When agents have a goal to strive for, they’re more likely to be engaged in their work. You should also provide feedback on progress so that agents feel like they’re part of the team and their work is valued.
Modern day contact centers should focus on resolving issues and retaining customers. Examples of attainable contact center goals include:
- Reducing the number of customer complaints by X%
- Increasing first call resolution rates by X%
- Improving customer satisfaction scores by X%
Tip #2. Request agent feedback and implement it
Another way to keep your call center team motivated is to request feedback from agents and then implement it. Encourage agents to give feedback about their work and how they think processes could be improved. Schedule a standing monthly meeting that’s dedicated to collecting and reviewing agent feedback.
Creating a dedicated time/space to collect constructive feedback in an effective manner is the best approach. This shows that you value their input and are willing to make changes based on their suggestions. It also helps agents feel like they’re a part of the team and that their work is valued.
Tip #3. Reward agents for their hard work and successes
A third way to keep your call center team motivated is to reward agents for their hard work and successes. This can be done with financial incentives, such as bonuses or commission, or non-financial incentives, such as recognition or time off.
Don’t underestimate verbal and written recognition. Sometimes all it takes to motivate a team member is to let them know you see their hard work and you appreciate them. Whatever you choose, to reward your agents with, be sure to make it meaningful and relevant to that agent.
Tip #4. Invest in your agents’ career growth
You can do this by providing training and development opportunities or by offering promotions. When agents feel like they have a future with the company, they’re more likely to be engaged in their work. Even if an agent’s career goals don’t align with their current position, show interest in helping them grow regardless. General career development that focuses on transferrable skills is still applicable.
Tip #5. Equip your agents with the right tools
This includes giving them access to the resources they need to do their job and ensuring that they have the latest technology. When agents have the right tools, they can be more efficient in their work, which leads to better customer service.
There’s a number of tools and contact center software solutions that can help lighten your agents workload and reduce stress. Some of them include:
- Automatic call distribution (ACD): A feature that allows calls to be distributed evenly and accurately among agents based on predefined criteria.
- Interactive voice response (IVR): An IVR system can handle some customer inquiries without the need for an agent.
- Call recording: This can be used for quality assurance or training purposes.
- Computer telephony integration (CTI): Allows agents to have all the customer information they need on their screen while they’re on a call.
- Workforce management (WFM): Helps managers effectively plan and schedule agent shifts.
Tip #6. Mix it up when you can
Last but not least, try to mix things up when you can. This can include changing up the work schedule, providing different incentives, or offering new training opportunities.
Even organizing chances for your team to get together and bond is a welcomed change of pace. When agents feel like they’re being challenged and that their work life is interesting, they’re more likely to be motivated.
Bonus tip: Promote a positive work-life balance
One more effective way to keep your call center team motivated is to promote a positive work-life balance. This can be done by offering flexible work hours or working from home options. When agents have a good work-life balance, they’re more likely to be engaged in their work and less likely to experience burnout.
Implementing these tips can help you motivate your call center team and keep them engaged in their work. A motivated call center team can provide better customer service, be more efficient, and lead to cost savings for the company. Investing in your team’s motivation will pay off in the long run.