Call Center Scheduling Featured Article
Why Call Center Scheduling Matters for Agent Motivation
Keeping people happy sounds like a fun job – until it really is your job. The call center agent trying to deliver on every customer expectation has a tough task each and every day. It’s easier if every customer calling has a simple request, but then why would you need a live agent if that were the case? Instead, the easy questions are often relegated to self-service and agents are left with the tougher challenges.
As a result, call center managers have to rely on other methods to motive the agent base and keep them focused on the ultimate goal: customer satisfaction. A number of different things may motivate a particular agent. One may want additional rewards for going above and beyond. Others may care more about the environment in which they work. Still others may pay more attention to call center scheduling and how it affects their lives.
When it comes to rewards, different things are important to different people. Where one may be interested in a bonus package, another may more concerned with a gift card to a favorite restaurant. Even a designation of an Agent of the Week can work wonders for the right individual, according to a blog post from Monet Software. The key here is to understand what motives the agent base and put a plan in place around those ideas.
A quality work environment is also an important quality for a number of professionals. Agents may prefer a bright and clean environment that also promotes healthy engagement. This environment may also rely on proper call center scheduling to ensure agents aren’t overworked or bored because they’re on the clock, yet have nothing to do.
It’s also important that agents have access to the tools they need to do their jobs effectively. Call recording software can help them gauge performance and workforce management solutions can provide online access to call center scheduling so agents can easily swap shifts if they have a conflict. The goal is to allow this kind of flexibility without impeding the overall performance of the call center.
Likewise, agents should be trained to perform according to expectations. Training is not just a necessary evil; it is an important time to teach new skills, focus on feedback to improve current processes; and learn new technology implementations. Whatever the goal, the outcome should be a more effective call center operation.
Finally, agents are more likely to feel like a part of the team if they are encouraged to provide feedback and that information is viewed as valuable. When agents feel like an important part of the team, they’re more likely to perform with the team in mind.
Edited by Stefania Viscusi