Motivating Call Center Workers

Operational CRM
Knowledge Center

 

Next Topic

Operational CRM > Best Practices > Motivating Call Center Workers

Motivating Call Center Workers
KATHRYN STEINER, MBA, Entrepreneur, United States, Member
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?
 

 
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.
 

 
Motivation Experiment in Call Center
KATHRYN STEINER, MBA, Entrepreneur, United States, Member
 

 
Is Call Centre Micro Management Causing Attrition and High Turnover?
A Cornibert, Student (MBA), Saint Lucia, Member
 

 
Call Center Employees Should Be Provided with Compensation Options
KATHRYN STEINER, MBA, Entrepreneur, United States, Member
 

     

Read all responses and join this discussion yourself.
Support your management career and your personal development with 12manage.

    Log in


Special Interest Group Leader

Interested? Sign up for free.


Operational CRM
Summary
Forum
Best Practices
  • Motivating Call Center Workers


Operational CRM
Knowledge Center

 

Next Topic



About 12manage | Advertising | Link to us / Cite us | Privacy | Suggestions | Terms of Service
2019 12manage - The Executive Fast Track. V15.2 - Last updated: 22-11-2019. All names of their owners.