Front-line customer service may not be a dream job for everyone, it is tiring. But, happy agents can make customers happy. No doubt, happy call center agents are more likely to put their efforts and engage with customers through seamless services. They have to deal with diverse natures customers like unhappy, happy, angry or disappointed.
That is why, there is a need to implement motivational techniques to keep agents happy and improve their work quality. In this guide, you will learn 8 techniques to keep your call center agents motivate.
1. Create an Inspiring Work Environment
The first and most important thing is, to create an inspirational work environment for the call center agents. Because the work environment plays an important role in fostering customer morale and satisfaction. Clean and calm workspace with eye-catching interiors, dining areas, and comfortable chairs make agent relax and easy to perform their work professionally.
2. Offer The Up-to-date and Modern Tools
Take a good and professional start by providing your agents latest and modern tools to do their work. In addition, create some strategies that highlight your agent’s proficiency. Eliminate outdated systems and use the right technology and tools for the agent’s team. After all, consider what challenges your agents are facing and what software can keep them relaxed and calm.
3. Celebrate Successes
Achievements take time and their celebration pays off. So, always motivate your call center agents by celebrating their successes. You can cheer them in various ways like sending them thank-you notes, short-outs in meetings, and highlighting their name on leaderboards. Plus, you can arrange gift cards, movie tickets, vouchers, and much more that really works to provoke your call center agents.
4. Adjustable Working Hours
Adjustable working hours are one of the most motivating benefits for your call center agents. Flexible working hours reduce their stress and boost work proficiency and work-life balance. You can offer them adjustable working hours for shifts, breaks, work locations, etc. After that, remote or part-time work also motivates them to do their best.
5. Give Task Per Skill
Always assign tasks that match your agent’s values and expertise. It is a smart way to promote learning chances and keep your agents in their comfort zone. In this way, you can give difficult tasks to your experienced team leads, who thoroughly know about your company and services. In the end, monitor all agent work and organize training sessions to guide them further.
6. Offer Prizes and Spurs
Certainly, agents are like assets of a successful call center. Their efforts and valuable contribution to your company are really appreciated. Thus, you can offer rewards and incentives to keep your call center team happy, engaged, and productive. As a result, these rewards satisfy your agents and promote teamwork.
A reward can be:
- PTO (paid time off)
- Team Lunch
- Gift coupons
- Work from home (for office agents)
7. Promotional and Learning Chances
The development opportunity for the call center agent should be on the table. No matter, whether your call center is small or big offer promotional and learning chances. Indeed, these chances encourage agents to grow with the company and learn much more about this industry. When your agent learns something new, their valuable skills greatly benefit the bottom line.
8. Raise Coordination
When you have an open and good communication workspace, it becomes easier for the agent to adjust, build relations, and boost productivity. Proper and friendly coordination with colleagues creates a trusted environment and understanding of their job role for business success. Create smart goals that signify,
S: Specific
M: Measurable
A: Achievable
R: Realistic or relevant
T: Time-bound
Final Notes
Motivated call center agents offer exceptional customer service, work efficiently, and create a huge customer base through work and communication management. Additionally, the inspirational work environment matters a lot to keep your agents with call centers. Plus, task distribution, incentives, rewards, promotional and learning chances are also vital to motivate them. In the end, you can get the best work from your agents by offering them flexible working hours and celebrating their achievements.
