Call Center Industry News and Tips
Motivational Tips For Employers
By Adam Gottlieb
One of the challenges of human resource management is knowing how to keep your employees happy within their work environment and motivated to fulfill their job to the best of their ability. This task becomes even more challenging in a situation where money is tight, the job at hand is by nature not stimulating, or the worker is over-qualified for the position.
Motivating Employees – What Makes Them Tick
Employee motivation is one of the central issues ruling the Human Resource Management field. Over the years, psychologists as well as management gurus have explored numerous motivational theories, conducting empirical studies to test the feasibility of these theories in real-world scenarios. Some theories have been successfully applied in several organizations, while others just bumped.
Nonetheless, the gallant managers, continue to struggle, trying to figure out what will make their teams ‘tick’. They do this because they know that motivation is the single most important element that leads to performance improvement, which in turn leads to improved ROI, i.e. return on investment and elevated customer satisfaction – just the ingredients required, to roll in the dough!
Working as a customer service representative can be a challenging position for many reasons. In an inbound operation, for example, employees often deal with a relentless stream of difficult customers, while having most of their actions monitored. Under such conditions, it is not rare to encounter low morale and a lack of enthusiasm for the job.
However, dwindling motivation should not be considered as an inevitable attribute that all call center operations must share. It is possible for contact center supervisors and managers to create an environment where a culture of optimism can flourish. This can be accomplished through modeling desired behaviors, enforcing policies, and instituting appropriate reward systems.
