Call Center Management Feature Article

April 01, 2011

Call Center Management Made Easier with Motivation

By Susan J. Campbell, TMCnet Contributing Editor

Call center management: a job only the very thick skinned and skilled can master. The individuals who fill these rolls are called upon to operate within budgets, forecast according to expectations, keep performance on track and motivate call center employees. The challenge of motivation was explored in this Monet Software blog, highlighting that it is often the most challenging of all call center management tasks.

One of the reasons why motivation is such a challenge for call center management is that there is no simple recipe or easy answer on how to make it work effectively. Call centers vary on their industry, their size, their company’s culture, the individual employees who make up the team and other variables that cannot always be controlled. As a result, call center managers have to come up with their own plan of action to get results.

To achieve the desired results in the center, call center management and all of its members need to practice clear communication. It isn’t fair to expect agents to perform at a certain level if these expectations are not spelled out from day one. Agents should also know how their performance is measured so they can gain some control over their own activities.

Call center management hoping to drive effectiveness and performance in their centers can also focus on how to include agents in their problem solving. These individuals should share reports and metrics with employees and discuss issues and ideas on how the center can design improvements. Recognition of employees is also important as everyone likes to know they are doing a good job.

Members of call center management will also do well to make employees more knowledgeable. Employees also benefit as they are given the tools to effectively do their jobs. These tools are developed through training and coaching on a regular basis. This approach to development also helps to build confidence among the agent base, and confidence helps to improve the level of service delivered to the customer base.

A team environment has been proven an effective culture within the call center. Members of call center management and other employees want to know they are a part of something bigger, and that their contribution makes a difference. When that team atmosphere is combined with a good infrastructure, such as office, chairs, headsets and other items, the overall result is sure to be positive.

Flexible schedules put in place by call center management are also important as employees need a clear understanding of expectations, but also the ability to make changes when needed. Good planning needs to be in place and members of call center management should always lead by example.

To truly find out what is important to your agents – ask them directly. Employees want to know that call center management cares about their needs and wants and a collaborative approach to issue resolution and overall management can produce positive results.

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