Running a call center can be a challenging job. Not only do you have to take care of your customers so they can continue investing their money in your products and services, but you also have to take care of your employees. Your call center agents can tell if a caller is not in a great mood in a split second, but it’s important that your agents maintain a positive mood and high spirits and enjoy their work to the best of their abilities. In order to make this happen, it’s important that you, their manager, give them reasons to not look for another job. You can do this by motivating and inspiring each of your agents in several ways that keep the company alive.
Here are some helpful tips to motivate and inspire your call center agents.
Bring out the best in your leaders so they can lead others.
One of the first things you can do to inspire your agents is to train your leaders to become world-class leaders. You can do this by assessing their performance and empowering them with the right tools to bring out the best in each of them. Understanding what your leaders can do for the company and pushing them to become their best will inevitably push your business to success.
You can start by taking on leadership assessments from the Center for Creative Leadership. They provide training materials that have been developed through rigorous research by experts to evaluate and develop leaders all over the world. Their leadership assessments include customizable yet simple processes that will help you and your organization assess critical leadership competencies.
Upgrade your call center software.
Moreover, you can upgrade your call center software to cloud call center software that can provide your agents with all the right tools needed to fully satisfy each of their customers. Cloud software will allow your agents to seamlessly communicate with multiple clients at once through various means of communication.
Bright Pattern is a cloud call center software provider that offers advanced contact center solutions such as powerful CRM integrations, omnichannel routing, and analytics and metrics. With Bright Pattern, you can cut capital expenditure and get significant cost savings and software center equipment, hardware, and support teams, opening the doors to your business’s scalability.
Set specific and reachable goals.
Likewise, you can set specific goals that are reachable for your employees. Not everyone has the same skill set, so it’s important that you gather feedback from each of them to understand where they stand in their performance in your call center. Setting specific and reachable goals for each of your employees will save you money and time and will prevent you from having to hire new people every time someone cannot reach their goals.
Offer incentives for top performers.
You can offer incentives for your best performers so they know that their work is valued. Taking calls from rude customers all day long can be disheartening for some. However, having the possibility of a reward for performing their best will give your agents just the right amount of motivation to get through one call after the other. Incentives could be as small as a gift card and as big as a promotion or a raise.
Create and promote a healthy work environment.
Lastly, it’s up to you to create and promote a healthy working environment so your agents can feel comfortable as they take their calls. You can implement this type of environment by being present for them, providing a comfortable and ergonomic workstation, and encouraging work activities. You’ll be surprised by the improvement these measures can bring to your organization.
Don’t be afraid to be creative in the ways you choose to motivate and inspire call center employees—you’re all in this together.