In a busy call centre it is crucial to constantly motivate your employees. As a call centre manager, do you know what stimulates your agents? We all know that it is important to build a recognised and rewarded environment where agents feel encouraged and supported. But how does it work in real life?
It is fair to say that the call centre environment has over the years become more and more complex with the implementation of multichannel communication options and Internet-based applications processes which leads to hours of frustration, training and support. It is important to point out that the performance of the contact centre agent is crucial to the success of the call centre. However, we are all different – and what motivates us is also going to be different. So, what motivates call centre agents? It is quite simple – ask them! And then create personalised retention plans.