A successful contact center is more than just keeping good operation statistics running and earning money from it. We all know that a happy staff can lead to happy customers, and happy customers is equivalent to a successful business.
Here are a few tips on how contact center managers can keep their agents motivated:
Set the right tone in your working environment
Start by offering a clean working space for your agents with equipment conducive to good performance. Make sure to also build a welcoming and warm environment where they would feel valued, respected and fairly treated.
Provide the right tools and training
There will be agents who sincerely wanted to do a great job but just doesn’t know how to start or how to handle challenging situations. Share tips on how to improve productivity and quality of service. Provide refresher trainings.
Be a member of your team
The best teams are the ones committed in working for the team’s success and for each other, and that includes you, the boss. Your role might be different but your part of the team too. Engage in two-way conversations, conflict resolutions and more. Your members will stay happy working for you if they see you actively working WITH them too.
Recognize and reward excellent performers
We all like being complimented and rewarded for doing a good job. No matter how challenging one’s job is, it is our nature to feel good when praised. Use variety of methods to reward excellence and try implementing incentive schemes that would encourage top performing agents to keep up the good work. Pat their backs because they deserve it!
Encourage agents to share suggestions for improvements
Nobody knows best what does and does not work for customers than the agents themselves. Listen to them attentively, be open to their suggestions and try to implement them. Find ways to actively communicate the result of their ideas, why it did and did not work.
There will be times when a dedicated agent will find themselves challenged with their performance stats. Show them that they still have your respect in their skill and expertise. Guide them in finding areas of opportunities and trust that they can apply their new learning to improve their performance.
Share and celebrate success
When your team does an outstanding job, let them know! A good customer feedback is irrelevant unless communicated to the rest of the team. Make sure that their performance is recognized and celebrated. This can give them a good insight of what is the level of service they should be aiming to provide.
Keep your motivational tactics fresh
Stay away from being too monotonous. No matter how much your agents enjoy their jobs, keeping them motivated entails variety of strategies to keep them aiming for excellence. You can even strategize with them, keep them engaged!