Ways to motivate phone operators
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Managerial practices in call centers cause moral diseases and even illness among employees. Infernal cadences, stress, adaptation, insane sales objectives; these are among the managerial oppression thing that threaten the phone agents on daily basis.
It is insane to ask from someone to be concentrated the whole day, receiving from 100 to 350 calls a day. This working condition is joined by infernal atmosphere, sales pressure, and individualization salary.
A flourishing sector
While the leaders of the sector of call centers are in full swing around the world. All sectors combined: banks, insurance, Internet access providers, public transport, trade ... With 7 billion euros of turnover, the sector has been expanding for ten years. But at the other end of the line, the employees pull out the tongue and the alarm.
Because they can work while remaining invisible, many immigrants work for call centers with staggered hours paid minimum wage. It is true that money can attract talent, yet it is not enough to retain them.
I have found ways that might motivate the phone operators in the long run ...
Enhance the work and commitment of your employees
Employers must show their teams how the products or services they made, help people. Certainly, it sounds easier to say, but it is always possible to highlight the benefits of a product, by emphasizing the pleasure of using such a product.
Beyond that, giving employees the opportunity to take shares in the company can also be a source of motivation. To give them a part of responsibility, even small, gives them a sense of belonging.
Nothing undermines motivation more than bureaucracy and binding procedures. Every business imposes rules. But in so doing, it reduces the autonomy of employees and reinforces the idea that workers are mere cogs in the machine-company, and therefore replaceable.
Imposing procedures also leads workers to question the meaning of these rules; for example, in 2016, thousands of employees opened accounts for customers without their knowledge to reach sales targets and earn bonuses.
The problem with these rules applying to all employees, good and bad is that they undermine the morale of the majority of honest employees. By relaxing the procedures, the company may allow some workers to misuse them, but the majority of them use this new freedom to serve the company's goals in a more creative way. This is all the benefit of the trust given to employees.
The more effort the worker makes to accomplish his task, the more pride he gets. Adding a little work offers a sense of accomplishment. Applied in business, this theory shows that workers whose job is more difficult get more sense of their job. In this way, giving employees new tasks not only helps them, but also allows the company to reward the most of them.
Motivating your agents with money is an option. But cash bonuses would be like "kickbacks" paid to people to do their job. It would be better in this case to look through the motivation of employees and try to choose a pleasant reward to the good worker.
One should wonder what would make workers more productive: a cash bonus, a pizza coupon, a boss thank you note, or no reward. In general, employees who receive a bonus, increase their productivity, but slightly. Yet, during the next few days, their production falls back and even more than those who had no gratification.
Conversely, those who receive a voucher for a pizza keep a relatively high productivity a few days after receiving their reward before returning to their reference level. Thus, rather than opting for a cash bonus, it is recommended that employers reward their teams by sustainable means such as health coverage or financial assistance to cover school fees.
Money is the reward that has the least impact because its effects are very short-lived.