Call centers are a vital part of business, and finding ways to keep worker motivation high is worth any effort expended. When employees lose interest, you can quickly find yourself scrambling to hire and train. Even in the best environments, call center employee retention is a challenge. On average, turnover is 30-40% a year. Though you won’t satisfy every employee, you’ll see a significant reduction in your human resource budget if you can whittle down that percentage.
Engaged employees achieve higher productivity, greater customer satisfaction results, and stick around longer. Many factors can cause a loss in employee motivation. Here are some of the more common reasons.
To keep employees engaged, you must foster an environment that encourages a commitment to your organization. If employees sense the organization doesn’t value them, they won’t be committed to achieving the company goals.
Find ways to demonstrate that the organization cares about its employees, not only as members of the workforce but also personally. Consider offering a wellness section in the employee newsletter or on a bulletin board. Maybe provide easy-to-follow instruction for appropriate office stretches or provide information on relevant health topics such as supplements for joint pain. Anyone who has worked in a call center knows that sitting for extended periods can be exhausting.
Lack of Recognition
Often employees feel underappreciated or not recognized. When this happens, they tend to pull back, performance declines, and they may begin looking for new employment. Maintain a strong recognition and reward program. Take the time to review the program periodically and solicit feedback from employees to discover what works and what they find important. Celebrate successes and strive to recognize employee achievements, even if it’s just a quick word of thanks.
Stale Office Environment
A tired and outdated office environment can contribute to feelings of stagnation. From the moment an employee steps through the threshold, they should feel welcome and uplifted by the choice in office design. Use recessed lighting to cut down on glare in the work area and replace worn or damaged furniture. Keep clutter to a minimum and put excess supplies and seldom-used equipment in storage. Ensure the carpets are cleaned on a regular schedule. Place a few green plants around the area to convey growth and life.
Don’t forget the break room. Supply plenty of seating in a variety of configurations to allow for individuals or small groups. Consider multiple microwaves to reduce frustrations during timed lunch and break periods. If space permits, provide shelves or cupboards for lunch storage. Employees spend most of the day at work. Providing a fresh and welcoming environment contributes to overall satisfaction with the company and management.
Improperly functioning equipment can cause frustration. Workstations and chairs should be adjustable for ergonomic comfort and free of stains and wear. Employees need properly functioning equipment to achieve the highest results. The tools used every day to perform the job must be fully working. If phone lines are dropping in and out or headsets are staticky, employees can struggle to do the job.
Distrust of Management
Effective leadership is essential to motivation, and in the call center, communication is the key skill. Share your companies’ mission and goals and keep the employees up-to-date on how the business is performing. When call center employees understand how the work they do, fits into the structure, they are more inclined to help achieve goals and adapt to changes,
Lack of Growth
Consider ways to create a path for employees to learn and grow within the company. Offer additional training or perhaps opportunities to join special teams or committees. Lack of growth translates to a loss in motivation and, more than likely, employee turnover.
By removing obstacles that contribute to a loss of motivation, employees become engaged and committed to the organization. And your efforts will be rewarded in the bottom line, with an increase in productivity and a decrease in hiring and training costs.
Publish Date: April 28, 2021 9:49 PM