Team Meetings as a Morale Booster for Call Centre Staff

Chapter 19 of the Call Centre Motivation Workbook

Regular meetings are crucial to maintaining high levels of motivation. This is because they are your opportunity to refocus everyone on what they should be doing.

In addition to weekly reviews, we must instigate monthly call centre team meetings to examine what has been happening. At the monthly meetings, co-ordinate the information gleaned from the weekly reviews and present an overview of the team's performance.

In order to make the meetings an opportunity to motivate the team, we need to avoid setting them up to be whingeing sessions. A great way to do this is to ask for agenda items a week in advance.

If any topics are suggested that might damage the motivational effect of the meeting, tackle them separately with the person who raised them. And avoid having an "any other business" slot. Set a time and keep to it.

A great framework for running a monthly meeting would be along these lines:

• Introduction
• Success stories (everyone must find something positive to say) - especially important in a telesales environment
• Performance figures
• Operational issue 1
• Operational issue 2
• Operational issue 3
• News of activities that will challenge the call centre
• Action plan for the month

Using a framework like this helps to get everyone fired up and ready.

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