Motivating Call Center Employees Doesn’t Have to Be Complicated
August 11, 2017
By: Jon Williams
Motivating employees is challenging. It’s true in any industry, but particularly in the contact center world. Set up a game during work hours: “It’s too loud; my customers can’t hear me.”
Set it up after hours: “Will I get overtime for that?” Create a reward for attendance or performance: “The same people always win.”
It can be disheartening, but it does not have to be.
Early in my career, I was talking with a mentor about how frustrating this was. I was doing the things I thought employees would like because I was following the Golden Rule. I was treating them the way I wanted to be treated.
My mentor sat back and smirked “That’s the old way. Now try the Platinum Rule: Treat them the way they want to be treated.“ Use them to create the games, create the culture, create the fun. It seems like a novel idea but it worked.
Not all ideas make it, not all games and ways to motivate have the needed effect, but I no longer spend cycles agonizing over what to do and whether it will work. Instead, I rely on the people that it impacts to give me their wants and needs. While not everyone will be happy, I can take pride in the fact that employees are being heard and the majority are doing something they want to do.
At Transparent BPO, we treat our Partners the way we motivate our agents. We manage your business like you want it to be managed. We offer ideas and insights on how to make your business better, and, ultimately, treat you with the Platinum Rule.
If you would like to work with a contact center that puts your needs first, contact us. We provide call center solutions done right!