Motivating Staff from Above and Below - Melissa Trickey - ContactCenterWorld.com Blog
Hi Contact Center World!
My name is Melissa Trickey, and I am the Siemens Customer Care Centre Administrator. My role has many different aspects, including administrative and supporting functions for the Centre Manager, Team Leaders and Agents.
However I see my most important function as motivating staff in a different way to a Manager. This occurs in many ways, from giving agents new Stationary with a smile, to being available for a chat when somebody has a personal or professional problem they want to talk about, to organising and orchestrating full scale events, such as International Contact Center Week. My style is and must be very distinct from the Managers, Team Leaders and Learning and Development Coordinator; because how can someone who has never been trained to take calls inspire agents to be better at their job by teaching them?!
I treat my agents as my Customers. I am providing them with a happy, friendly and fun work place. What I do for them has nothing to do with KPIs, handling times or Call Quality Monitoring. Our Centre Manager Steve McKenzie has charged me with providing one fun activity for our staff a month. I also orchestrate our department's Charity Program - Siemens Caring Hands.
My aim is to keep the staff as happy as possible in their environment, which indirectly contributes to their performance as agents. In a high pressure environment, keeping staff happy and wanting to come in to work is something that shouldn't be underestimated.
In future blogs I will detail the things we do at Siemens to motivate our agents.
Publish Date: July 27, 2009 3:22 AM