Motivation: The role it plays in a call center jobMotivation is one important factor in business process outsourcing that helps to reduce the rate of attrition. This is something that plays a central role in any call center set-up where the work remains quite stressful. This article is about the role of motivation in a call center.
There is no secret that call center industry is doomed with high attrition rate due to stress, long hours of work and quality. The output of a call center representative deeply influences the achievement of the call center itself including the diverse campaigns it carries out. Undoubtedly, employees try to put in their 100 percent at work as they value their service most but they too need something extra than this. This is when the aspect of motivation comes into act.
Motivation is not an altogether new concept. This is the aspect that has taken a new meaning in a call center job. With the introduction of the multi-channel communication tools and Internet based application, it has become extremely difficult to include motivational environment at work. These applications are somehow leading BPO workforce towards dissatisfaction and stress. To fight back these unenthusiastic traits in a BPO, the management level of a call center is constantly searching out ways to inspire workers and to make them more effective and efficient.
The major factors that a call center executive has to keep in mind to encourage his employees are mentoring, networking and trust. Call center employees function in a hassled environment and therefore it is not possible to attain all these factors immediately. It is a fact that one negative employee may not only create havoc for the company but he or she can de-motivate other employees as well.
Both motivation and call center training should always go hand-in-hand. Motivation and training are interrelated with one other so as to teach them to reach the height of success. Many call center executives commonly face one issue that is constantly motivate employees in a business that follows the high-turnover culture. Generally, the call center managers or executives fall short as they never try to address the main reason of motivation at work. There are no set rules to encourage the employees working in a call center. It is only the morale that plays a chief role. The three areas which influence the motivation of workforce are as following:
- Emotional environment
- Physical environment
- Intellectual environment
- Working environment
The right way to appreciate what a contact center representative wants is to listen to what they say. It can well be accomplished through the focus or the survey groups that allow agents to put forward their issues and thereby express their own requirements in a much better way. Including the cross- section of call centre representatives in the survey like the high-performers, new hires, jubilant, veterans, laggards and disgruntled.
Incentives play a key part in motivating a whole team. They are one ideal way of inspiring agents. Employers can use them as one powerful tool to construct a productive work force. These may include promotions, intangible rewards, sales incentives, contests, bonuses, and career guidance to make the agents more involved in his or her job.
In call center, one major factor in making your employees feel motivated is by handling them with complacency. If the representatives realize that they are just stuck into a groove with nothing to do then there can be high chances that their morale can go down. Having them motivated to prepare them for added responsibilities will help in reducing the attrition rate. |
