Motivating Call Center Workers

Operational CRM
Knowledge Center

Forum
KATHRYN STEINER, MBA
Entrepreneur, United States

Motivating Call Center Workers

🔥NEW 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?

  David J. MacCoy
Management Consultant, Canada
 

Motivation Requires Information

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.

  KATHRYN STEINER, MBA
Entrepreneur, United States
 

Motivation Experiment in Call Center

The collaboration and shared purpose are indeed major drivers within call centers, but so is also burnout. The question ...

  A Cornibert
Student (MBA), Saint Lucia
 

Is Call Centre Micro Management Causing Attrition and High Turnover?

Most call centre agents are constantly being monitored and evaluated on their performance in relation to targets. The ...

  KATHRYN STEINER, MBA
Entrepreneur, United States
 

Call Center Employees Should Be Provided with Compensation Options

Call center employees should be provided with several compensation options, which allows for greater levels of accountab...

 

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