GoResponse Telephone Answering Service Staff

Keeping agent motivation high is vital for call centres

"Motivate" handwritten with white chalk on a blackboardThe call centre industry is notorious for having a high level of staff turnover. Low retention rates can cost companies in this field a lot of money because not only are they losing some of their best agents, but the recruitment process is expensive. To combat this issue, it is essential for telephone answering services to focus on maintaining high levels of morale and motivation amongst their workforce.

One thing that can have a large and positive impact amongst agents is increasing people’s responsibilities. When agents feel they have been trusted with higher levels of power, they are more likely to strive to meet expectations. For example, agents can be provided with the ability to offer compensation or discounts without the need to transfer calls. This helps agent morale and can also boost customer services.

Another thing that call centres can focus on is creating a culture of constructive feedback instead of focussing on the negatives. People are unlikely to remain in their jobs if they are constantly being told they’re doing things wrong. However, by offering constructive feedback, agents can learn on the job and hone their expertise. This also creates a culture wherein agents will help one another more frequently.

Finally, it’s a good idea for managers to have an open-door policy. This helps to nip issues in the bud before they’ve become a major problem that will take time and money to deal with.

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