Call Center Management Featured Article
Best Phrases to Motivate Call Center Agents
Being a call center manager is not the easiest job as keeping agent retention high is vital. Call centers are known for having high turnover rates where agents do not stay very long. According to the United States Bureau of Labor Statistics, call center agents between the ages of 25 to 34 have a median tenure of 2.7 years.
So, what causes them to leave? Being overworked, overstressed and not connecting with management are all factors that play key roles in poor retention. But, there are a handful of phrases that call center managers should start implementing into daily routines ASAP for a more productive and happy workforce.
There are three core words to start eliminating from your vocabulary: need, should, and must. No one likes being ordered around, so start to think about the direct phraseology you use with your agents. Here are some proposed opening lines from a manager to an agent:
- “How do you think that went?”
- “What did you really like?”
Less confrontational and more conversational but, as a manager, you also want to encourage yet challenge your staff but in a functional way. Here are some positive approaches:
- “Right, if you had to do it again…”
- “Yes, I agree… What specifically could you have done?”
Now, you must work with them and turn all of their “can’t” moments into “can” opportunities. By understanding why the agent believes that he cannot, management can figure out how to change thinking. But, always remember to avoid “why” because this word will cause even more self-doubt and struggle within the agent because maybe he does not have an answer. More training could be the answer.
Agents and managers need to work on a proposed course of action to reach goals, set time frames and continually motivate and check-in with each other. This is the only way to excel as a team and showcase follow through.
At all costs, avoid starting off a sentence positively and then inserting the word “BUT.” It is an immediate red flag and motivation killer so here is a way of speaking sans “BUT.”
- “You were friendly with the customer and what would be great next time is to ask if there is anything else you can help with.” Notice how ‘and’ has been substituted for ‘but’ making the interaction much more positive.
Additionally, avoid reminding an agent of shortcomings. Questions like, “How many times have I told you this?” lead to a defensive nature from the agent that can easily be avoided by a verbiage change.
Finally, at all costs, avoid inserting yourself into the picture (e.g., “If I were you…”). The individuality of agents is what makes the call center special, and what management may do can completely differ from the agent’s comfort level or persona. It also sounds patronizing, as if management could perform the tasks better. How can the team learn without guidance?
Edited by Erik Linask