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Allow Job Rotation in the Call Centre
Chapter 10 of the Call Centre Motivation Workbook
From time to time, it may be necessary to help an individual agent to become remotivated by rotating them to another job.
If they have been in one department too long, or are suffering from some non-work problems, it can be a great help to them to join another department, even as a temporary secondment.
It is not as hard as you would think to move staff between customer service and telesales and vice versa.
And of course, if you have an agent who is feeling down, his or her colleagues will be glad that they have been moved because they will have been spreading negativity.
The moved agent is less likely to depress morale in his or her new department because there will be too much to learn to wallow in misery.
