Keeping up the spirit and morale of the centre is very important to ensure customers are kept happy and performance targets are met. While there will always be trying times at the call centre, there are certain things that can be done to motivate the staff on a regular basis and ensure your customers and staff happy and productive.
Treat the Staff the Same Way You Treat the Customers
A happy staff member is one that looks after their customers with more attention and with a positive attitude. If you treat your staff poorly, then they will pass that along to the customers who they are calling. So, be sure to do things on a regular basis that will perk up the staff and make them look forward to coming to work.
Add More Training
Adding new training methods will help your staff considerably and can be excellent motivation as well. Here, your employees will actually relax a bit and learn more techniques that can be very helpful in their work. Proconnect has daily training sessions with it’s staff members to ensure we are dealing with customer and staff issues effectively.
Instead of formal meetings, try frequent phone calls or stopping by their desks to congratulate them on having a good week. While not every message may be a positive one, studies have shown the frequent communication between employers and staff tends to work better in keeping up the morale of the business.
Clean Office Environment
It may sound rather simple, but the effects of having a clean, well maintained office can help bring out a better performance from your staff. How you treat the office in terms of its cleanliness is a reflection of management’s dedication to providing the best for its employees. Basically, if you can’t keep the office tidy, then what does that say about the management in general?
Small Rewards and Prizes
You might be amazed how a small, inexpensive reward or prize given out on a regular basis can help boost morale and motivate your call centre staff. It gives them something to look forward to and breaks up the routine of the office to prevent monotony from setting in. You can even have your staff vote from a list of prizes to help add more interest. As a business we regularly offer our staff members “Pizza Fridays” in exchange for great customer services and targets being met.
Recognize this Type of Work isn’t for Everyone
There will be people who succeed and those who utterly fail and quit as call centre personnel, but then there will be those who try, but may not have the temperament or are simply ill-suited for the job. Unfortunately, many employers will try their best to “save” such employees long after it is apparent that they need to go. This is unfair to both the member of staff who is failing as well as existing staff members, this can also cause a demoralizing effect amongst your team whilst waiting for the inevitable.
Keeping up the morale of your call centre staff will not only improve the mood of the office, it will create better customer service and conversions as well.
Proconnect has over 20 years experience of running it’s call centre and we regularly receive high praise from our customers and staff.