Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Sri Sumari
GM Health Care Service
Irine Lopez
Chief Revenue Officer
Aprialdi Hendryana
Assistant Vice President
Sam Zuccarello
KPI Manager, Human Resources
Yudha Satya Perdana
Service Quality & Development Head

Article : 5 Ways to Motivate Team Leaders

5 Ways to Motivate Team Leaders

Motivating agents is a popular topic, yet motivating team leaders has the potential to deliver more results with less input but doesn’t get the same exposure. Motivational efforts in a call centre are critical to reduce attrition and improve engagement; constant refreshing is required as once a motivational method becomes stale it can become redundant. Here are 5 methods to consider when revamping your team leader motivational efforts.

1.Leaders not Bosses

There are plenty of bosses and leaders but when it comes to organizational impact leaders are much more effective. By definition the term leader is associated with leading a group, winning or being successful whereas the definition of boss is associated with control and the verb contrives to "give (someone) orders in a domineering manner".

As Ben Connor (2014), points out bosses "demand respect simply based on their position and, if questioned, will dole out swift punishments or offer severe threats" whereas leaders "takes charge by example and those under their influence are encouraged and given direction accordingly."

Having a "Show them who's boss" mentality will result in disgruntled employees who lack motivation to do a good job.

So how will being a leader rather than a boss motivate supervisors and team leads? A leader gains respect rather demanding it, earned respect from subordinates will help leaders maintain focus and give them a sense of duty to upkeep the reputation they built up themselves.

2.Knowledge Sharing

Set up knowledge sharing workshops for your team leaders to discuss how they manage; what they have found useful and what was ineffective. Give them the opportunity to bounce ideas off peers and share tips on tweaking or changing their existing methods. Varying types and experience levels of leaders will offer different perspectives giving the individual leaders a more rounded view of a particular method and its impact.

While competitiveness amongst teams can be beneficial knowledge hoarding in an organization is a detriment to team collaboration. Rewarding leaders for sharing valuable information is one way of counteracting knowledge hoarding as well as satisfying employees through recognition (Bloomfire, 2014).

This approach will instil confidence in supervisors and give them ideas for improvement thus motivating them.

3.Job Satisfaction

People gain varying degrees of satisfaction from their work; some are satisfied by doing the tasks themselves (intrinsic satisfaction) and others are satisfied by the reward they earn for high performance (extrinsic satisfaction).

What Satisfies your Leaders?

Try personalising the rewards structures you employ, look at your leaders’ individual passions in life, what they do in their spare time for enjoyment, for example; sports, family time, status, latest gadgets, designer brands, academic achievement, winning competitions, charity work. Turn these ‘intrinsic’ passions into ‘extrinsic’ motives; offer passions as their rewards; time off to volunteer, investment in their further education, a golfing trip of a lifetime, time off for coaching the school team, etc. Incorporate whatever it is that makes your individual leaders tick into their work to gain more commitment to the company.

Is it possible to turn it completely on its head by having their passions as part of their job? Possibly but it would require a much deeper design analysis, starting points might include; using a fantasy football league style approach for soccer fanatics or applying knowledge gained from educational courses. If this approach was to be taken the leaders themselves must be integral in the design process; this will add to their enthusiasm and ownership over it.

4.Encourage Creativity

Share the stages of the Creativity Process with your leaders to help them understand that creative ideas take time to grow and anyone can have them, not just artists.

Humans strive for autonomy, mastery and purpose; not financial reward (Daniel Pink). The growth of crowd sourcing successes such as Linux, Apache and Wikipedia is a testament to people’s desire to be creative while not seeking financial reward. Many companies today have strategies in-house to allow their workforce to be creative while on the clock which was brought to prominence by Google; 20% of Googlers’ time is spent on projects they want to work on and the results are very favourable, so much so that many other tech giants have adopted similar initiatives. Giving your leaders the opportunity to be creative can open up many doors for your leader, their team and the company.

Remove the words "I am not creative" from your vocabulary! –Self Confessed Previous Non-Creative

5.Fun Challenges

Incorporate fun challenges into the monthly calendar; task your team leaders with creating a fun challenge for their team, have challenges between teams and for the team leaders themselves. Let team leader personalities shine through and highlight this as a great opportunity to showcase their creative juices in a less pressurized environment – don’t label it as fun for no reason! Team leaders can spend time in work doing something they enjoy AND that gains them brownie points from their team if done well.

Knock-on effect of a motivated team leader

A motivated leader sets an example and their enthusiasm and interest will rub off on others around them, i.e. a highly motivated leader is likely to have a highly motivated team. It is more cost effective for a company to motivate one team leader rather than all the team members but to ensure this domino effect occurs emphasis should be placed on passing on motivational techniques to team members. Having team motivation as an integral part of the team leader role will further this culture of motivation.

About Anna Byrne:
Anna Byrne is keen follower of all customer service related topics having worked on the customer service frontline for almost 7 years. She is also passionate about employee engagement having undertaken various academic research in the area. Anna combines both interests and experiences in providing rich content for scorebuddy and is a key member of their strategic team.

About Sentient Solutions:
Company LogoScorebuddy is a cloud based quality monitoring tool enabling users to easily design and build scorecards. It replaces spreadsheets and bulky add-on tools often used for quality assurance in call centers. With same day deployment, flexible performance analytics and a 'Pay-As-You-Use' model customers find it "completely meets our needs and more, it's so easy to use and intuitive, it's opened up our world of reporting". Take a free 30 day trial at
Company RSS Feed   Company Profile Page

About Scorebuddy:
Company LogoScorebuddy is a cloud based quality assessment tool for contact centers. It replaces spreadsheets and documents with web-based QA forms and reports. Customers use Scorebuddy to design and build quality forms, to score and monitor customer service performance transparently and report, analyze and share performance trends.
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Feasibility Of An IP Contact Center

Read today's tip or listen to it on podcast.

More Editorial From Sentient Solutions

Published: Friday, February 21, 2014

Printer Friendly Version Printer friendly version

2024 Buyers Guide IVR

Premium Listing
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.

Computer Data Services, LLC

Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)


Voice Self Service
Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
(read more)

Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =