- Last Updated: 29 Apr 22
- 7 min read
8 Ways to Motivate Your Call Center Agents in 2022
- Last Updated: 29 Apr 22
- 7 min read
Motivating employees is essential to the success of any organization because it brings commitment, energy, and enthusiasm every day to their jobs. Employee motivation is key to increasing productivity and the level of output for an organization.
The same also holds true for call center and call center agents. Agents who work in call centers are the driving force behind an organization’s success. And as a manager, you have to rely on them to steer customer satisfaction levels.
It goes without saying that since your agents are the face of your company and are in constant contact with your customers, it is essential for you to make sure that your call center agents are highly motivated.
Why is it necessary to motivate your call center agents?
Though it seems easy in theory, increasing productivity without sacrificing quality and customer satisfaction is a lot hard to accomplish in real-time. No one can deny that the agents at the call center are constantly under immense pressure to fulfill their targets.
After all, they have to consistently deal with a large volume of calls and interact with various people at the same time. With such massive responsibility and tremendous pressure, it’s clearly too much to ask; and you definitely don’t want an unmotivated agent who mistreats your customers in such stressful times.
Your job as a manager is to ensure that your agents are highly productive without sacrificing quality or customer satisfaction. You’re also responsible for ensuring that the agents do their jobs well.
While motivating your agents can be tricky, it is not impossible. If it’s done correctly, it will positively impact customer satisfaction and performance.
Effective Techniques to Motivate Your Call Center Agents
The most effective methods may take time to discover, but you’ll find that they’re incredibly valuable for your company once you do. Here, we have listed 8 effective techniques that will certainly motivate your call center agents. Let’s get started;
1. Build a good call center environment
You need to create an environment that’s welcoming, friendly, and fair in order to foster the right attitude. When thinking about how to motivate call center employees, the environment in which they work plays a crucial role. Agents working in your space should have a conducive environment for success.
Besides, your agents will look forward to working seriously if their workplace is filled with fun memories, and you can achieve this with the help of gamification. The goal of gamification is to make repetitive work tasks more engaging and motivate agents to perform better. In fact, research has suggested it helps to reduce absenteeism by 41%.
2. Encourage Feedback
It shows respect to agents when you encourage them to share their feedback. Therefore, gather as much insight as you can from agents.
You can solicit their ideas by encouraging them to share them. After all, an engaged agent understands what your customer needs well beyond anyone else in your organization. When possible, put suggestions into practice.
Conduct an annual survey to understand how satisfied agents are with the environment and what you can do to improve it.
In addition, it is a good idea to hold regular meetings to debate key issues and solicit ideas on how to address the concerns. It has been found that motivation grows when agents are asked to share feedback based on their knowledge and insights into the customer experience.
3. Implement the right technology
One of the ways to get your employees to perform well is to equip them with the right tools and technology they need to accomplish their tasks. Besides the basic toolsets, your agents will need good call center software, Customer Relationship Management (CRM) tool, communication tool, chat system, and many more.
It is possible to increase agent productivity by providing the right tools. However, it’s easier said than done. You need to take account of several important factors before choosing the ideal solution for your agents and your business.
Your first step should be eliminating unnecessary or outdated tools and then implementing the right tools by considering the need of your team and the challenges you are trying to overcome.
Talking about the tools, it is essential to consider how well these tools will integrate with other channels already in place without impacting the entire system.
For instance, KrispCall is a complete cloud telephony solution that includes everything from regular phone calls and SMS to call center workforce management, analytics and reporting, cloud contact center software, sales automation, CRM integration, and much more.
4. Invest in Training
Agents are more likely to stay engaged when they feel that their employer cares about them and supports them. Having a good training program empowers your agents and helps them feel competent.
They will feel that they are growing in their roles and will feel that their lives are progressing. Providing the appropriate training in a timely manner helps agents maintain their knowledge of current procedures, software, and other key aspects of their jobs.
5. Offer Rewards and Incentives
An individual wants to be recognized for their efforts. It is important to recognize and reward excellence in order to motivate employees and boost their performance.
If you show them your appreciation by complimenting their hard work and effort, they will be further motivated to work even harder and grow in their confidence.
As long as agents believe they can perform and that their efforts give value to the company, they are more likely to be motivated to keep excelling and to remain committed to the job. Therefore, offer reward programs that adhere to the right revenue target in order to incentivize the right results.
6. Establish clearly defined goals.
Your call center agents will be discouraged and confused when their goals are unclear or simply unattainable. Their motivation is surely going to drop if they feel that you set goals that are beyond their reach.
Rather than setting long-term goals, consider dividing them up into smaller, achievable objectives that can be handled by each team and individual in the short term.
Having a clear vision of what your agents hope to achieve will help them better visualize their actions and develop the motivation to follow through.
7. Make it easy to communicate.
Open communication is key to lead your business to success. Having open communication helps your agents understand their roles and how they contribute to the business’s success.
Employees who are knowledgeable about the big picture and how their role plays a part in the company’s success are better able to understand why certain decisions are made and how they affect them specifically and the company.
A good communication system keeps everyone on the same page, so they all work towards the same goal. Building a positive work environment requires active and constructive communication.
8. Help Agents avoid burnout.
Call center Agents’ jobs are difficult because of the hectic schedule and immense pressure they have to go through. Owing to this fact, it is clear that they can be easily dissatisfied due to the lack of support they receive after difficult phone calls.
Despite the fact that call center agents are professionals and have been specifically trained to deal with infuriated or demanding customer interactions, they are still human at the end of the day.
To prevent this from happening, it’s necessary to establish a system where employees can take much-needed breaks and receive post-call support, especially after hectic schedules and particularly difficult calls.
Humans have the ability to endure and persevere regardless of the difficulties. When it comes to calling center agents, it’s important to give them the right reasons to persevere. A motivated agent is a happy agent, and a happy agent is a more productive agent. Having highly motivated call center agents is essential to providing top-notch customer service.
Only motivated agents can provide quality customer support and assure happy customers. The guidance mentioned above can help you motivate your agents and take your business to the next level.
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