Now that 2018 is over a week old, the majority of the North American population is back to work. Have you noticed anything different about your staff members? Do the words “fatigued”, “lackadaisical” and “burnt out” come to mind? You would think that after a joyous holiday season, most people would be recharged and ready to go at work once the New Year begins. But that’s not always the case.
It’s not uncommon for workers to endure post-holiday blues. After all, the worst part about the holidays is when they’re over, right? Since that’s the case for most people, it’s important for you to do your part to motivate your team members and get the New Year started off the right way. This is especially true for call centre workers. Phone agents have hard jobs, spending most of their days on the phones with clients and leads.
What can you do to keep your call centre staff pumped about working for you? Here are three ideas:
1. Ask them to provide you with feedback.
Offering feedback to your reps is always an excellent idea. But never forget that feedback needs to go both ways. And here’s why: People like to feel that they matter. They want their opinions to be known and they want those opinions to count for something. It’s important that you don’t make your reps feel as if they are simply cogs in a wheel. They are integral members of your business and their efforts make differences.
When you accept feedback from your employees, it shows that you care about their opinions. This will encourage them to feel better about their positions in your company. Furthermore, back and forth feedback is very beneficial. It’s important that you hear it straight from the horse’s mouth. In other words, there is no one better to let you know what makes your customers tick than the individuals who speak to them on a daily basis.
2. Reward top performances in public ceremonies.
Have morning meetings. Be sure to acknowledge those who are performing at top levels. Don’t shy away from offering particular rewards, be they monetary bonuses, free lunches or other perks that will encourage other staff members to step things up themselves. It’s also wise to run contests that pit your employees against each other in friendly competitions. Naturally, top performers should win prizes.
However, it’s also wise to offer prizes to reps who show the greatest week-to-week improvements, regardless of their overall output. The bottom line is that it’s important to make it exciting to work in your call centre. Publicly rewarding those who deserve credit when it’s due is a great way to do that.
3. Make their jobs easier.
Allow us to reiterate this well-known fact: working in a call centre isn’t easy! When you’re on the phone all day, it’s easy to get burnt out. That’s why MeloTel is so proud to help call centre managers to make things easier for their reps. Our incredible DaFeeder Preview Dialer is practical must-have for call centres as it allows for the managing of campaign dialing and dispositions.
For information about DaFeeder Preview Dialer, check out our YouTube video and please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!
