The Key to a Happy, Productive Contact Center
As a contact center manager, retaining quality agents can be a real threat to your quality objectives. Check out this post to see how you can support your agents to foster a happy, productive contact center environment!While tiered pay scales derived from performance metrics may be effective in motivating or penalizing your agents, there are three psychological needs that can more directly affect their performance output.
Autonomy, having the competence to complete tasks, and feeling a sense of working towards an objective greater than the individual, are all things that provide intangible fulfillment that when combined, can trigger sincere motivation in your agents and team as a whole.
Below are a handful of actionable steps you can take in your contact center today to create an environment brimming with motivational momentum;
1. Give your agents more control
- Allow your agents to deviate from the script in ways that allow for creative small talk while still fulfilling compliance requirements
- Keep the lines of communication open in both directions, giving your agents an increased level of comfort so they can make suggestions for improvements.
2. Make your expectations and goals very clear
- Make the goals and objectives of the organization clear to everyone so the mission can be carried out effectively
- Provide reliable and accurate metrics transparently so your agents can monitor how they’re performing over time, and in relationship to the contact center as a whole
- Use internal and external examples and best practice case studies to reinforce positive agent behavior and performance
- Hold regularly scheduled meetings to share ideas and to promote peer evaluations and improvement strategies
- Create smaller, more closely knit group sizes to foster a more fun and competitive environment where camaraderie and morale can thrive
- Recognize and reward strong performance and effort as part of a comprehensive motivation building strategy
- Remember that compensation can come in many forms outside of financial incentives such as bonus vacation time, gifts, or upgrades to agent stations
- Be consistent and reward agents equally for the same or equal actions, so as not to confuse or deteriorate the value of the compensation system
Motivating and rewarding exceptional agent performance is no easy task, but when you get it right, the increase in job satisfaction and agent output will have you on your way to a more productive and profitable contact center. It's your job as a call center manager to make sure your agents feel motivated and ready to rock, so set them up for success!
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