To promote a love of work culture we will call "Thank God It's Monday" one requires the right Opportunity and Environment!
Opportunity is the key pillar to success in this plan. When we talk about creating opportunities most executives think of this as another investment into some new type of agent incentive plan, or introducing more growth opportunities within the organization. But instead of maintaining this thought pattern, readers should start thinking about all those opportunities which do not relate to capital or advancement in the company, but rather as a chance to look and experience their job and company from a different perspective. Remember the days when you would come to work on those “Monday type Days” and you were responsible to meet a lot of deadlines, pre-requisite tasks and other overwhelming duties...But still you were smiling and feeling all tingly inside because either this was a new job and you had something to prove, or you were looking forward to making new friends in the workplace. This is an "Opportunity" to do something, enjoy something, and experience something which creates an adventure for you and at times a remarkable story to tell your friends about.
The point is to create such opportunities for your workers and co-workers which you know they will like doing in a business friendly environment. Setup a suggestion box at the corridor and choose the best suggestions and allocate a reasonable budget for it. Finally, announce the winners and have him/her work 20% of their productive hours on their suggestion.
We had one agent who requested more online personal time. We gave that agent access to a remote desktop session where they could access sites according to their liking, and the moment their phone rang they minimized the session and resumed work on their CRM locally. We also recognize hard working agents by nominating them to new tasks such as managing breaks, handling escalations, performing random call monitoring, assisting us with workforce planning and participating in our carefully designed agent development programs - Which either assists them in learning new skills, which is deemed useful once they get promoted, and helps them in their daily life. This adds spice to their daily routine and workers look forward to the start of their work week.
The second most important thing in developing a better work culture is the environment. How good is your constructed work surrounding? What type of culture is the senior and mid-level management promoting? These are the most important factors which keep the employees motivated. The center which I manage is especially designed to incorporate such ideas – It has large octagon cubicles surrounded by a pleasant decor. There is even space in the recreation room to keep your pets, an area to play xbox/wii, a foosball table and massage chairs! Plus our company also serves either lunch or dinner in-house. A competitive salary structure along with an excellent group/family holiday vacation plan complements what we offer. Each year our department selects the top performers and sends them to Dubai, Paris, Milan, etc. Our employee retention is superb because of this.
Placement of employees in each cubicle is also an essential part of the success recipe; To create successful dynamics, each group should have one Joker (Someone funny who gets along with everyone), an Ace (Real Pro in Product Domain), a Queen (Male/Female creative mind), and King (Leader of the pack, again male or female). Plus, don't forget to brand them i.e. "Team Majestic" with customized coffee mugs etc...(This adds fuel to the fire of healthy competition)
Once a month there is a cookout where selected employees come with their families and watch a movie, this normally happens on Fri thus providing a long weekend to employees & their families. (their work schedule is also tweaked to accommodate them).
Now all of this does not happens every day, but cubicle by cubicle, group by group, little systematic changes within the organization will let you see lots of smiling faces all year around.
About Masood Ibrahim:
Award-winning, results-driven management level executive with over 10 years experience in Call Center Sales/Customer Service, Quality Monitoring Strategies, Outsource Management, Performance
About i2c Inc:
A pioneer in prepaid processing, i2c’s card processing solution makes it possible for its clients to get new products to market faster, tailor programs for specific segments and offer a variety of vertical solutions. Working with i2c, banks and card program managers are able to configure products that create competitive differentiation, enable the support of unique program requirements and capitalize on new product opportunities, ultimately achieving business success. i2c is ISO 27001-2005, CMMI, ISO 9001, PCI-DSS and SAS70 certified with clients in North America, Latin America, Middle East, Asia Pacific and Europe. i2c is headquartered in Redwood Shores, California and has over 300 employees and 5 Sales and Support offices worldwide; i2c’s customer service and support is unparalleled, providing 24x7x365 service to its clients.
Published: Thursday, February 25, 2010
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