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Article : What Are The Best Ways To Motivate Agents?

The rate of attrition is usually listed as a top problem in contact centers. Not only is training new recruits expensive, but the loss of experienced agents is also detrimental. Why do agents leave? Most list a lack of motivation for the job as a primary reason. Industry professionals share with us some of their motivating techniques.

Christine Corelli
President
Christine Corelli & Associates Inc.
United States

"1. Dynamic leadership: Make people feel they are working with you and not for you.
2. Employee Involvement: Ask every employee to write specific ways to demonstrate core values. Honesty, integrity, teamwork, continuous improvement, health, safety, family, accountability, environment, respect, excellence. Again, involve them in writing specific ways to demonstrate your values. Obtain agreement on what they should be accountable for. Create "guiding-principles" on how every call center professional will treat customers and each other. Have every employee sign it, and update it Quarterly.
3. Treat them like "family," reward, and recognize them."

 
Alex Demczak
GM
MUG Enterprise
United States

"Money, Cash, Dollars! I conducted a study on this a few years back, agents don't want pizza parties or (dumb) contests they want incentives that respect what they do."

About MUG Enterprise

MUG Enterprise: Managing the Space Between You and Your Customers When it comes to selecting call center consultants what should you choose? One with system and product experience? Operational and... (read more)
 
Christopher DeVany
President
Pinnacle Performance Improvement Worldwide
United States

"1, 2 and 3. Involve your agents in the development of incentives. As Dr. Robert Mager once wrote, "When you ask or invite someone to help you understand and analyze the problem, they are highly likely to remain with you to participate in the solution.""

About Pinnacle Performance Improvement Worldwide

Since 1994, Pinnacle Performance Improvement Worldwide has been helping organizations to improve performance, with a focus on management and organization development.
 
Hennie Lange
Operations Manager
Sanlam
South Africa

"Agents are caught between the customer and their supervisors, with both expecting results. The most important aspect influencing the agent's ability to satisfy both, is the system the agent is required to use in the process. Improving the usability and empowering agents through systems has the single biggest impact on their morale. Time off is, in some instances more powerful than financial reward, but is closely followed by financial reward. Utilising all of the agents' strengths in business gives them a higher degree of job satisfaction because they feel appreciated as an individual and that the company recognises their value."

About Sanlam

Sanlam was established in 1918 and is a leading financial services group in South Africa. It demutualised in 1998 and is listed on the JSE Securities Exchange in Johannesburg and on the Namibian Stock... (read more)
 
Dan Collins
President
TMP Direct
United States

"Give them the tools and information to do their job and solve problems. Empower them with incentive programs they can control through individual achievement. Train them properly. Support them, praise them, celebrate acheivements"

About TMP Direct

TMP Direct is a service provider with specialities in Customer Retention and Customer Acquisition supported by Inbound and Outbound Contact Center Services, Fulfilment Services, POS Distribution Servi... (read more)
 
Christi Graybill
Customer Service Manager
United States

"Celebrate every success publicly - make a big deal when they receive a kudo or make a great sale. Empower agents by giving them the tools, knowledge and power to make informed decisions. Keep it light. Create an environment where it is fun to come to work. It truly helps on stressful, high call volume days."

 
Andrew Peel
Service Delivery Manager
Datacom
Australia

"- Individualised recognition.
- Celebrate success.
- Develop their skills and provide them with a clear career path."

About Datacom

Datacom is one of the largest Technology Service Company's in Australasia region. We have a 40 year history specialize in delivering a brand customer experience for leading global Technology companies... (read more)
 
Ken Persson
Cofounder
Sweden

"1. Let them work from home
2. Recognise the individual"

 
Patrick Louis
Senior Director Customer Experience Global
Canada Goose
Canada

"1) Involve them in decision processes.
2) Be in the "trenches" with your people and the numbers will take care of themselves - spend quality time.
3) Fair bonus program."

About Canada Goose

Founded in a small warehouse in Toronto almost sixty years ago, Canada Goose has grown into one of the world's leading makers of luxury apparel.Every Canada Goose product is designed with purpose and... (read more)
 
Chiaki Hishinuma
Professor Emeritus
Japan

"- Flexible work scheduling to meet agents' wants is effective for reducing turnover.
- Commendation for agents achievements."

 
Steve Trifelos
Director, Strategic Partnerships
ITM Marketing, Inc.
United States

"1. Create an environement where agents feel they are valued and respected and they understand what kind of environment you are trying to create. Management methods, awards, recognition, consistency, etc.
2. If administered correctly, contests can be extremely effective for motivating agents."

About ITM Marketing, Inc.

ITM Marketing, Inc. is an experienced, multifaceted teleservices company located in Coshocton, Ohio, dedicated to delivering customized, value-driven solutions for your company's telemarketing needs.... (read more)
 
John Torres
Sr. Vice President
American Stock Transfer & Trust
United States

"Some of our most effective motivational tactics include: flexibility (work and schedule), additional responsibilities, enhancement training and taking a personal interest in their development. Everyone wants money but it does not have "staying power.""

About American Stock Transfer & Trust

American Stock Transfer and Trust Company is a large independent stock transfer agent in the United States.
 
Telesa Wilson-Finney
Correspondence Supervisor
Xerox
United States

"Reward them for exceeding expectations. Don't underestimate the power of more money (bonuses), despite what surveys say. Be fair- always and in all things. Provide public recognition."

About Xerox

Xerox Corporation is a fortune 500 global document management company (founded in 1906) which manufactures and sells a range of color and black-and-white printers, multifunction systems, photo copiers... (read more)
 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Buying Technology – What’s The Lifetime?

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

Published: Friday, July 17, 2009

Printer Friendly Version Printer friendly version

2024 Buyers Guide Headsets

 
1.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

2.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing

3.) 
Headsets Connect

Since 1998, Headsets Connect has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

4.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

5.) 
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

7.) 
Leitner Headsets

Contact Center Headsets
Over one million North American businesses have purchased headsets from us in the past two decades – we understand headsets.

Leitner Headsets are the most durable contact center headsets backed by a 5 Year Warranty, giving you a best-in-class productivity tool that fits your needs (and your head). As the trusted experts, we make headsets simple to choose, and easy to use.

8.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

9.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
 

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