Ways To Motivate Your Call Center Agents

There is no doubt that when employees are happy and content, productivity in the workplace increases. No one wants to work in an environment where they don’t feel encouraged, motivated, or part of the team. This includes call centers. When call center agents are happy and satisfied in their position, a boost in their performance is seen.

If you manage or supervise a team of call center agents, you know that a big challenge you face is motivating your employees. How do you do this? There are a variety of ways, including team bonding and implementing gamification software solutions. Today we’re going to help you brainstorm ways in which you can engage your workforce, boost team morale, and increase performance. Continue reading to find our ideas, and be sure to contact us at Bit-Lever to try a demo of our gamification software for call centers today.

Collect Constructive Feedback From Your Employees

Your employees should feel comfortable telling management how they feel in their work environment, and should know that their constructive feedback is being heard. The best way to motivate your employees is to let them know that their voice, opinions, concerns, and kudos are not only heard, but appreciated. If you have the time, conduct one-on-one meetings with your employees to hear what they have to say about their day-to-day work experience. Ask them which ways they prefer to be motivated and encouraged, and hear their opinions on how to boost overall team satisfaction. There is no doubt that you will gain some useful insight into how to motivate your call center agents. You have to go directly to the source.

Commend Good Performance And Correct Poor Agent Performance In A Private Setting

Along with knowing that they have a voice in the proceedings of the work environment, your call center employees generally respond well to recognition. And there is no reason they shouldn’t be recognized and commended for their good work and improved performance. Even a simple message or email saying, “Well done!” goes miles to further motivate your employees to do good work.

That being said, there are situations where poor performance needs to be addressed. As a manager or supervisor, make sure that these conversations are held in private. Your employee should feel as if their privacy and integrity are not being compromised by their supervisor, even if they haven’t been performing up to par. Sitting down with your employee to discuss what is going on and finding a way to move forward and improve performance will most likely give them the encouragement they need to adjust their work habits and improve. Track and present their performance report cards in a way that inspires, rather than demeans. This is an incredibly effective way of boosting motivation on an individual level.

Integrate Gamification Software Into The Call Center

Gamification platforms are a great tool for call centers when management is trying to improve overall performance. Customizable for each call center agent, gamification integration will make an influential and impactful mark on your team.

Gamification is the process of using competitive gaming techniques to encourage employee performance. We offer a gamification solution here at Bit-Lever. Our AgentPro platform is an easy-to-use tool to track call center agents’ progress, encourage a higher level of performance, and reward employees for a job well done. Employees will incorporate a level of competition in the gamification environment and will be encouraged to accomplish goals in order to receive a reward. Weekly call center agent scorecards will be given to each employee to show them their progress, how they reached their goals, and what they can do to further optimize their performance.

If you’re looking to motivate your call center employees, this is the way to do it.

Find out more information about the AgentPro gamification solution available through Bit-Lever. Contact us today to try out the demo.