Hot Picks
Give people responsibility
Chapter 2 of the Call Centre Motivation Workbook
We often forget that call centre staff are adults - people with mortgages and responsibilities!
So we should never underestimate the motivational power of giving them responsibility at work.
All too often we task them with minimal involvement jobs but there may be a better way to keep them motivated.
For example, telesales staff can be given profit or margin responsibility and customer service agents can be rewarded for rescuing customers phoning to cancel or leave us.
Outside of these obvious job specific responsibilities, staff enjoy being given special projects, especially if they help them to learn and grow.
Some agents will enjoy working beyond their normal hours to research topics that will add value to the business and the motivational impact of these types of projects will be high.
