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Inspiration Is Calling: A Positive Approach To Call Center Motivation

by Jeff Valentine, President, CEO of Callfinity - June 25, 2010

Inspiration is calling: A positive approach to call center motivation
By Jeff Valentine, President & CEO of Callfinity

How can I motivate my call center team? It’s a question that’s plagued call center managers since the dawn of customer service. You may actually have more luck getting an answer to “what is the meaning of life?” or locating the arc of the covenant using an ancient gem attached to a wooden rod. If you’re looking for a specific answer, there isn’t one. However, there are many ways you can improve your call center team’s morale and increase their desire to accomplish tasks.

The primary mistake most call center managers make is focusing too heavily on numbers. Obviously no business can survive if a call center isn’t operating efficiently, so the numbers are important. But the numbers don’t tell the whole story. There could be hundreds of reasons why one of your agents isn’t performing up to par. So dig deep and find out where the problem lies. Perhaps training has been inadequate. Maybe a single mother isn’t getting enough rest because she’s working two jobs to support her family.

The only way you can figure out what’s causing poor performance is to talk to your agents. Writing someone up, threatening to fire them, or putting them on a performance plan will certainly not solve the problem. If you want to improve numbers and truly motivate your call center team, you need to listen and make an effort to understand their situation and varied interests.
 
No two agents are built the same
Many managers make the mistake of treating all their employees the same. The same rules and incentives apply across the board. Unfortunately, the world doesn’t work that way. Everyone is different and what may motivate one agent may not entice another. A managerial myth is that you can’t be friends with your employees or get involved in their interests and personal lives. Although this may work in some industries, it certainly won’t get you anywhere in a call center environment. Do your best to get to know your employees on a personal level.

Don’t be afraid to ask questions
During your one-on-one sessions, be inquisitive. But keep in mind that getting the truth depends on your delivery. Instead of speaking to your agents as their boss, take a step back and make them comfortable. If you begin your conversation with an angry or upset tone, you’ve already lost. It will be nearly impossible to get a solid lead. Always use a calm tone of voice and pretend you’re talking to one of your buddies. Ask them why they think their numbers are low. Try to find out if they’re confused or distracted or need more training. See if they’re stressed due to circumstances outside of work.

Once you get some answers, offer suggestions. Ask what you can do to make things better and take careful notes. You can use these snapshots to spark conversations with your agents and show them you’ve taken an interest. It will also allow you to do some research and discover new ways to motivate individual agents.

Give them the opportunity to grow professionally
Turnaround in call centers is high. It typically consists of entry level positions often filled by students, recent graduates, and overqualified individuals passing through after a previous layoff. Sure, it would be fantastic if all your agents wanted to spend the rest of their lives answering phones, but let’s be realistic. No one wakes up one day and declares they want to be a call center agent when they grow up.


If you want to encourage your agents to take initiative, it’s absolutely imperative that you figure out what skills they have beyond answering phones. Ask them what their goals are, utilize their other talents, and provide them opportunities to enhance those skills. If someone shows interest in graphic design, talk to the marketing manager about giving that agent a chance to work on a freelance project for a few hours a week. You’ll be amazed at the effort someone will give you if they know you care.

As a cell center manger, it’s natural to be scared of losing employees, but you must realize that they’re going to leave at some point regardless. Instead of trying to shelter them from new career opportunities, guide them. Call center agents don’t have a long shelf life, so your best bet for success is maximizing battery power for as long as possible. They’ll also be more likely to efficiently train new employees.

Negative reinforcement is a no-no
Don’t use negative reinforcement. This is a common mistake in call center environments. Negative reinforcement doesn’t work on children and it certainly doesn’t work on adults. Sure, you may be able to scare someone into stepping up their game if they have no other employment options, but the majority of your agents will simply pack their things and find a new job.

What many managers don’t realize is that hanging the paycheck carrot over an agent’s head will only work for so long. If someone is frustrated at work and doesn’t want to be there, threatening to fire them is certainly not going to encourage hard work.

Intimidation generally doesn’t inspire anyone, and it definitely won’t motivate someone who’s praying for the corporate axe to come crashing down. It’s up to you to figure out who the weak links are and eliminate them quickly.
Also keep in mind that if the only time you confront your employees is when they make a mistake, they’ll answer just enough calls to avoid getting scolded. You may assume that they’re working harder, but the truth of the matter is they will only work hard enough to fly under the radar. A more positive approach will encourage your agents to raise the bar a notch and go that extra mile.

Think positive
If you’re looking to harness each agent’s full potential, positive reinforcement is always your best bet. Pay incentives are excellent motivational tools, but with the economy on shaky ground, this is often one of the first things that businesses cut to save money. If you don’t have the option of offering pay as a performance incentive, get creative. Use the information you’ve gathered about their hobbies and create individual incentives.

You can also schedule a meeting to ask your team what incentives they would like to see offered. Whether it’s free PTO days, video game lunches, putt putt, or movie tickets, there’s bound to be something that your agents will work toward. If it’s a group incentive, find something that appeals to the majority and offer alternatives if some employees aren’t enticed. Think outside the box!

It’s all about atmosphere
Another phenomenal way to give your agents a motivation boost is by giving them freedom and creating a comfortable work atmosphere. Let them decorate their cubes, be mindful of how each agent operates, and ensure that their equipment (chairs, headsets, keyboard trays, etc.) is in good working condition. Be mindful of agents who are easily distracted and keep them out of loud areas that attract a lot of traffic. Also make sure you frequently ask them how they feel about their environment and see what you can do to make it more enjoyable.

Stuck in the friend zone
Don’t be afraid to keep friends near each other. Managers often feel that by tearing two friends apart, they reduce idle chit chat. Although this may reduce some unnecessary talk, it also creates other problems. Moving agents away from one another certainly doesn’t stop them from communicating. Instead, it may result in emailing, instant messages, or agents leaving their desk.

People get enjoyment from having their friends near. If an agent is comfortable with another agent, they’re more likely to ask questions when they don’t know the answer. Agents who aren’t comfortable with the people around them are far less likely to ask questions. They may even choose to improvise rather than risk embarrassment, which can be detrimental to the organization and ultimately result in a mess you’re left to clean up.

Grouping friends together also makes people feel good about their job. It’s something to look forward to during some downtime, especially when phone queues are overloaded. When a company gets hit hard by the economy, benefits soon begin to disappear, salaries get chopped, overtime gets cut, and 401K matching goes away. And with additional layoffs, it forces many agents to work harder for less money. Many times the only thing agents have left is a good friend. If you take that away, you can almost guarantee a decrease in performance.

Lead by example
Parents always like to say, “do as I say, not as I do.” Once again, it doesn’t work on kids and it definitely doesn’t work on adults. If phone queues are loaded and you leave work without assisting, what kind of message does that send to your agents? If they’re getting paid a fraction of what you’re making and you show up late and leave early, think of the message that sends. Chip in whenever possible so they see that you care about the team’s success, not just your paycheck.

I swear to tell the truth
If you truly want the respect of your call center team, never lie. Don’t promise bonuses until the signed paperwork is sitting on your desk. Nothing deflates a call center team quicker than empty promises. When employees in other departments are getting laid off, talk to your team before they find out through the grapevine. The worst thing you can do is lie or try and hide the truth. They will find out and they will learn to distrust you. Trust goes a long way and it will allow you to get more information from each of your agents that will help you guide them to success.

Thank you!
A thank you goes a long way. There’s absolutely nothing worse than a manager who only comes around to reprimand you when you did something wrong. Criticism does not inspire people. Instead, invite agents into your office to praise them for their success. Not only does this encourage them to continue performing at a high level, it also puts their office fears to rest. If the only time you call someone to the office is when they’ve done something wrong, they’ll associate your nameplate with the boogieman. Your office should be a comfort zone, not a jail cell.

You should also consider framed certificates, writing thank you notes, or buying little trophies that you can hand out for exceptional performance. It feels good to be recognized and your agents will bask in the glory. Don’t be surprised to see their achievements proudly displayed on their cube walls.

Put yourself in their shoes
If you want to see an increase in numbers and morale, put yourself in each of your agent’s shoes. If you were dealing with the same issues, how would you like to be treated? When you need motivation, how do you get it? What incentives inspire you to perform? Think of past managers and the pros and cons of each. Even if you didn’t work your way up in a call center, many of the same motivational techniques apply.

Use that experience to gain trust, ask questions, and show interest in the personal lives of your agents. There’s no need to intimidate and hurl lightning bolts like Zeus from atop Mount Olympus. Just open up, be prepared to listen, and give each of your agents the opportunity to advance. You may never get an answer to the meaning of life, but you can certainly answer the motivational call of your agents.

About the Author
Jeff Valentine is the President & CEO of Callfinity (www.callfinity.com). He was one of the founders of the company in 1999, and helped formulate the original concept and service-oriented architecture. Jeff focuses on Callfinity's strategic direction to advance the company's mission as a market leader. Jeff is a cum laude graduate of Cornell University's Materials Science and Engineering program with a Polymer Chemistry concentration. Jeff is also chairman of Pariemus, a non-profit entrepreneurship organization for Rochester CEOs. He lives in Fairport, NY with his wife and two daughters.

 
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