Call Center Management Featured Article
How to Keep Morale High
We hear a lot about disengagement at work these days. But when I look around I see many people who appear to be excited about their work.
I’m one of them. And, because you’re reading this, I’m guessing you are too.
However, we’re still human beings. And if we don’t get occasional positive feedback and rewards, and the tools and organizational support we need, we can get frustrated, deflated, and even detached.
That’s why it’s so important for employers to encourage and reward their workers, and to provide them with the tools and support they need to be successful – so the larger organization can be successful.
This is especially true in call center and contact center environments, in which agents and other workers are typically not particularly well rewarded in a monetary sense. However, managers in this realm can work to keep morale high and keep high performers aboard by doing things as simple as taking a moment to great workers each day. They can express their thanks for a job well done, and offer raises or other perks (such as flexible schedules, sought-after shifts, free movie tickets or other rewards) to workers who hit important goals or have a history of exceptional performance.
When employees have questions, the best managers will take the time to listen to and respond to them. They’ll thank the employees for their interest and take productive inquiries with the spirit that knowing more about how things work is a sign of a team worker who wants the best for the organization.
Managers can also inspire employee engagement and better performance by demonstrating their own commitment to excellence and the success of the organization and its specific initiatives. Keeping interactions positive, keeping employees in the loop, and recognizing and rewarding strong performance are all keys to a successful organization and to retaining valuable employees.
Edited by Maurice Nagle