Call Center Management Feature Article

March 03, 2011

Call Center Management Thrives When Agents are Properly Motivated

By Susan J. Campbell, TMCnet Contributing Editor

Proper call center management is a delicate balance of proper scheduling, training, monitoring, execution and measuring. When just one of these elements is pushed out of line, it affects all other elements and can send the call center into a downward spiral of poor customer service delivery, inefficient processes, and unnecessary costs.

One of the best things a call center manager can do to help keep this balance in check is to focus on call center agents. The call center cannot meet any of its initiatives without the efficient operations of all of its agents. As a result, it is important to place an increased focus on employee and agent motivation.

A recent Monet Software blog post focused on the importance of employee motivation for call center management, highlighting that it is often one of the more challenging tasks a call center manager will face. And, while there are truly no simple recipes for delivering the right mix of agent motivation in the call center, there are some practicable points that can be followed for more effective execution.

It is important that a plan of action is fully developed for call center management. This plan of action centers on motivating employees. To develop this plan of action, however, call center managers need to keep a couple of key points in mind, according to Monet Software, and rule number one is to practice clear communication. It isn’t fair to expect one thing from an agent, but tell them something else.

It is also imperative that call center management include agents in their problem solving activities. This includes sharing reports and metrics so that issues and improvement opportunities can be discussed. Such a process should also include the recognition of employees as they need to feel as though they are valued members of the team. One way to accomplish this is to also offer knowledge improvements by developing skills through coaching and training.

Those charged with the role of call center management should also focus on building agent confidence by providing the necessary training and coaching, as well as providing feedback that enables them to grow. Teams should be created for an environment where everyone works well together. A good infrastructure also helps to create a healthy environment and agents will feel as though they are being taken care of.

Finally, it is important that call center management develop flexible schedules, leverage resources for planning and lead by example. A call center manager should never demand of an agent any activity or performance level that he or she would not also demand of themselves. Actions always speak louder than words and call center agents will thrive in an environment designed to support their efforts.

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