Call Center Management Feature Article

February 24, 2011

Optimal Call Center Management Relies on Employee Motivation

By Susan J. Campbell, TMCnet Contributing Editor

Every manager faces the same challenge, regardless of the industry in which he or she operates: employee motivation. As each employee represents the face of the company, it is important that each one is able to deliver the desired experience for the customer. When operating in a call center management role, this task can be even more challenging.

A recent Monet Software blog focused on this challenge and provided some valuable advice for those operating in call center management. And, while there are no easy answers or recipes for success that deliver immediate results, there are tried and true methods that call center managers can employ to produce strong and rapid results in their employee base.

The key to motivating employees within the call center is to develop a strong plan of action. To develop this plan, call center management needs to be sure to practice clear communication. Agents won’t know how to perform if they aren’t provided guidance on management expectations. It is not enough to hand over a script and a telephone to an agent and expect them to be motivated to do a good job or even understand what qualifies as a good job.

It is also a good idea for those in call center management to include agents in the problem solving process by sharing reporting and metrics and discussing issues and areas for improvement. At the same time, it is important for employees to be recognized, both publically and individually, so they understand that they are an important part of the organization.

Building the knowledge base among employees always lends benefits and can be accomplished through training and coaching. The same processes help to build employee confidence, while the creation of the “team” atmosphere helps all to work well together. Flexible schedules allow for a win-win for employees and call center performance and a good infrastructure creates a healthy environment for all.

Call center management will also do well to practice good resource planning through accurate forecasting and scheduling. This approach helps to reduce stress and creates a more productive workforce. And, finally, those in the leadership role should always lead by example as actions speak volumes where words can be easily forgotten.

Those in the role of leading the call center have much responsibility to ensure the center can perform according to the organization’s expectations. The best method for accomplishing this is to listen to the agents and create an environment in which they can thrive. Once that has been accomplished, the center can’t help but flourish.

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