One of the biggest challenges facing contact centre managers today is the development and retention of key members of staff. If you manage these call centre workers well, and continue to keep them motivated, you will be rewarded not only with their loyalty but with an increase in their productivity too.
Call centre agent motivation and management is not simply about team names, prizes and motivational speeches. You should also be looking to reduce the amount of daily pressure placed on your agents. By removing unnecessary barriers, such as antiquated systems or poor staff planning, you will make your agents happier and more approachable and thus easier to manage. There may also be other issues that can be addressed on a one to one level.
Perhaps an agent is unmotivated because he's not achieving his monthly sales targets and needs some coaching around a specific product. Perhaps another is struggling with a specific type of query, but doesn't feel comfortable enough to ask for advice. These areas for improvement can be identified by using Voice Recording or Audio Analytics solutions and solved with a bit of individual coaching.
These types of tools may already be in use somewhere in your organisation, perhaps as a legal requirement or for quality monitoring. But when it comes to contact centre agent motivation, they are often overlooked. Have a look at what's available, or consider making the case for investment (which we can help you with too). These tools make all the different to your operation.
Thanks to a decade of customer contact experience, and technical knowledge that is second to none, CCT has been able to help a variety of UK contact centres tackle their agent motivation and management issues. If you would like to learn more about how CCT can help you get the best out of your call centre operation, contact the CCT team.