Motivating Call Center Workers

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Do call center knowledge workers have to be micro managed as most are on an hourly or semi hourly basis, or is there a more effective method of motivating with almost total self management which includes adherence to measurements and performance metrics? (...) Read more? Sign up for free

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		Motivation Requires Information David J. MacCoy, Management Consultant, Canada, Member
	The most effective call centers in financial services I have seen develop a sense of shared purpose and team collaboration among the staff. Some create small teams to work on specific areas of the business. Leaders give up to date information about performance against expectations and call center staff, including leaders, give recognition/rewards to their colleagues. Teams work to achieve or surpass their goals and strive for highest performance. Often the rewards given by staff are "stars" or balloons or notes of appreciation or candies. These are high intensity environments that need managers who can create a positive, and, yes even, a fun environment. Other rewards from managers are higher order for individuals and teams - financial, promotion, job rotation, paid time off and so forth. The knowledge workers and managers have endorsed these approaches and I expect even more creative approaches are emerging.

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