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How to Motivate Your Call Center Agents and Boost Morale - A Better Answer - ContactCenterWorld.com Blog

How to Motivate Your Call Center Agents and Boost Morale

When managing a call center, the ultimate goal is to interface with vendors and customers in a highly productive fashion. Why? Because it’s a pivotal part of building and retaining relationships that’ll ultimately help boost the company’s reputation and brand visibility. 

However, how can you possibly expect to provide high-quality service to your customers if your employees lack motivation and are unsatisfied with their work environment? 


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Maybe you’ve tried motivating your team before by providing lunch once a week. What a great perk, right? But you quickly found out that the routine became stale and was not enough to boost engagement among your call center agents. 

While finding ways to motivate your agents may prove to be a little difficult, it’s certainly not impossible. When done correctly, it’ll have a direct, positive impact on performance and customer satisfaction. 

It may take a bit of trial and error to find what methods produce the most effective results, but once you find your groove, it’ll be incredibly impactful to your company. 

To help you get started, here are several ways you can boost employee morale and motivate your agents to put their best foot forward.

How To Motivate Call Center Agents 

#1. Make the Physical Environment a Pleasant One

You may think this is silly, but just as designers will recommend painting your bedroom green or blue as it promotes a sense of calmness and tranquility, your office space should be treated with care as well. 

Not only should you always maintain a clean and decluttered workspace, but you should decorate the space with warm colors and plants so the area feels inviting and pleasant for your employees. 

If you’re a creative person, don’t hold back. Use that creativity to transform your office space into one that someone would be proud to spend the bulk of their week in. 

Similarly, encourage your employees to make their workspace their own. Maybe that involves photos of loved ones or maybe it means small plants to remind them of the outdoors. 

#2. Provide the Tools Needed for Success

Supplying ample coaching and training is not only important for professional development but it also allows for continuous improvement. It ensures your agents are meeting your high standards and that they can eventually surpass them too. 

Always provide constructive feedback and establish a strategy designed to set your agents up for success. Knowing that you value the professional development of your employees is highly motivating. 

You also want to make sure your employees are equipped with the tools and resources needed to produce high-level work. This includes an updated computer, high-speed internet, working phone and headset, and internal platforms to streamline processes. 

#3. Celebrate Successes & Give Praise

Quite possibly the most important part of motivating and retaining your call center agents is by giving regular recognition and praise. Employees tend to exhibit higher productivity levels and put more effort into their work when they know it’s appreciated and recognized by superiors. 

Don’t just praise team members for metric-related wins, celebrate other wins outside of those walls as well. Career milestones, birthdays, work anniversaries, going above and beyond for a client, and personal achievements are a few of the many ways you can give recognition. 

Whether you give them a certificate, an extra vacation day, some company swag, or other a bonus, make sure you personalize your praise and do it in front of others to truly make an impact. 

Peer-to-peer recognition and customer compliments are also a fantastic way to celebrate your agents’ successes. You can create an internal “gratitude” board for employees to give cheers to their colleagues’ hard work and you can send your team emails whenever you receive feedback from a happy customer. 

There are so many ways to get creative with praise!. 

You could crown an employee of the month, create fun internal competitions to ramp up individual drive, have a team mascot that gets passed to whoever handled the toughest call that week - there’s really no shortage of ideas when it comes to recognizing the hard work for your agents.

#4. Establish Attainable & Clearly Defined Goals

When goals are ambiguous or just plain unattainable, it’ll only serve to discourage and confuse your call center agents. Your employees will lose their motivation if they feel like goals are set beyond their reach. Exercising transparency among your agents is key - it helps establish trust and it’s the mark of a good leader. 

Always be clear with agents about why they are assigned certain tasks, what the objective is, and even the short and long-term impact their work will have on the overall success of the company. 

Employees thrive in environments where they feel like their work is meaningful and contributing to the bigger picture. Start by setting small, attainable goals and slowly increase these targets to hit bigger KPI’s so your agents can see their individual progress.

#5. Let Your Agents’ Voices Be Heard

Whether you choose to schedule monthly feedback meetings or create an online survey where employees can submit their feedback anonymously, letting your agents know their opinions and ideas matter is vital to strengthening the effectiveness of your team. 

Don’t shy away from the opportunity to flat out ask your staff what motivates them. By proactively having this conversation, you’ll be establishing rewards that your agents will actually want to work hard for. 

What you think is motivating may not be motivating to your agents. 

#6. Help Agents Avoid Burnout

A large contributing factor to employee dissatisfaction is the lack of support after difficult phone calls. While call center agents are professionals and have been specifically trained to handle irate customers or taxing customer interactions, they are still people at the end of the day. 

To help combat this, it’s important to put a system in place that allows your agents the opportunity to vent, take breaks throughout the day, and receive post-call support after particularly difficult calls.

Also, consider creating a feedback loop that encourages agents to bring forward policies, billing errors, or systems that cause callers to become annoyed in the first place. 

This might help mitigate future angry callers. 

These ideas are just a few of the many things you can implement to boost employee morale at your call center. Keep in mind, you know your staff best! If you have any noteworthy ideas (not included on this list) that’ll encourage motivation, don’t be afraid to try them out. 

Believe it or not, sometimes the tiniest changes can lead to a significant improvement in the overall attitude and culture of your call center.

Publish Date: February 25, 2020 5:00 AM


2021 Buyers Guide Dialer Solutions

 
1.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

4.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

5.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
(read more)

6.) 
Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)

7.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.

8.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

9.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

10.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration

11.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

12.) 
Nuxiba Technologies

CenterWare
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.

13.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

14.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

15.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)

16.) 
Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.

17.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 



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