Dispelling Call Center Myths: To Motivate Agents
There are several call center myths that must be cleared to make your business thrive. The incentives myth states that monetary incentives are the most effective way to reward your teams. You need to develop a reward system to encourage your call center agents to produce services success.
However, monetary rewards do not mean that call center agents are motivated to keep up the good work because they respond differently to rewards. Some people may see the reward as a strong incentive, but for others it is not the best reward because small monetary incentives are not much to an average employee, especially when taxes are taken out.
Instead of giving monetary awards to your call center agents, you should establish a point system which is more effective. This system allows your employee to save up reward points for things that they value or really want like travel and expensive items. Emotional rewards are also just as effective because call center agents need to know how they are performing at their job. An encouragement means a lot to them. Look for opportunities to give recognition to your team members in the presence of their peers. Sending short handwritten notes also helps in acknowledging an employee’s accomplishments. These notes are strongly meaningful and motivational to your employees.
Another myth says that if you measure performance, behavior will change. Agents of call centers actually feel uncomfortable when they are called for a meeting and are told to do better. They feel that they do not know how to change to improve their performance or they probably do not even want to change how they work under this kind of management. The next month, management does the same drill, calling for another meeting to evaluate the employees’ performance—and nothing happens.
You do not have to call for a meeting. What the agents of your call centers need is good coaching and role modeling. If your managers tell your agents to do better, then nothing changes because agents not only need to be told what they need to improve on, but they also need to be taught how to do better. They need to be guided and mentored by role models.
However, the problem is that some managers are only former agents of call centers, so they are not familiar with coaching. This means they need to be equipped and trained to teach.
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