by Jen Leech

Created on: August 01, 2009

When coaching someone in a position that can be repetitive, challenging and stressful, it is important to know what motivates them so that a reward system can be built to suite their personal needs and interests. A simple yet highly effective way to find out what will motivate the employees in your call centre is to ask them. Seeking out feedback from employees and showing them that you want to reward them with things that they value will raise moral while showing a clear set of incentives that your employees have told you that they will work harder to achieve.

An incentive plan will work as well as how the people who are organizing it know what makes the individual employee tick. Everyone is different and that means that each and every person will be motivated by different things. An incentive for example, rewarding a certain target with a ballot to win a draw with a dazzling grand prize, may be highly motivating for some, while a large number of people will not even be interested enough to pick up a ballot, let along fill them out, collecting and dropping them off. For some, a financial bonus, or time off the phones is highly motivating. Allow agents to use their own creativity to look for ways to build unique and captivating incentives. A varied approach to motivation will broaden the range of employees effected. Consider their personal complaints.

It is easy in a call centre to feel as if you have melted into a sea of grey workstations. Slow and under-performing computers and their systems drain performance while standards are set high with scarcely any recognition when work is well done. Often being one agent out of hundreds can leave someone feeling that they do not make a difference. That their work does not effect their surroundings and environment. As a small fish in a big and crowded sea, they will surely be absorbed in and lose their individual value. Becoming a number and a cost factor, an employee will lose motivation feeling that they do not make a difference. Encouraging and promoting teamwork will encourage employees work together and help each other, benefiting from shared knowledge and experience. Regular training to keep agents up to date on all systems, policies and products will also help them feel more connected to each other and valued. Seek out feedback from your employees about what goals they would like to set for themselves. Being an active participant in their own improvements will peak their interest and motivation.

An employee who

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