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Any fresh ideas on how to motivate call center agents?

I’d really appreciate some new ideas/suggestions on how to motivate/recognize our call center agents. Because using “time off the phones” as a reward cannot not always be followed through with, we tend to turn to gift cards, movie tickets, food, displaying their names along with their accomplishments, ETC. I’m looking for ideas so we do not become stale.

IQPC Customer Management IQ Podcast: Home-Based Agents and the Virtual Call Center

Chris Carrington talks with CMIQ about the training and hiring process for home-based agents, as well as the difficulties in conveying a sense of realistic culture in order to find a common dialect with your customers. He also touches on the future of call centers and why he sees a shift on its way into onshoring. Carrington is the CEO at Alpine Access, a home-based call center company that just recently won the top ranking in Datamonitor Group’s 2010 Black Book of Outsourcing Report. View this and other IQPC podcasts at www.customermanagementiq.com

Can a company require their call center agents to provide the customer with their last name?

We are an Illinois based company that provides out-sourced call center services to our clients. One of our clients is insisting that our customer service reps provide their last name whenever a caller requests it. I am concerned that violates the reps right to privacy and exposes them to a potentially negative situation with an irate (irrational) caller.

What is the most asked question during an interview for call center agents?

Life Coaching for Call Center Agents

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Home Page > Business > Life Coaching for Call Center Agents

Life Coaching for Call Center Agents

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Posted: Sep 06, 2010 |Comments: 0
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The call center industry is one that attracts a very young group of employees. If you pay a visit to a BPO unit, you will be surprised to find how many teenagers are working as telemarketing agents. Many of them may be leading teams comprising of members who are way senior to them. It’s important for these answering service agents to keep their heads leveled and not get tripped by the money and success that comes with the job. A business process outsourcing job is the best paid job in many countries, especially in the developing nations like India. There are no surprises, then, that these employees have a lot of disposable cash on their hands. The amount of cash that they have is probably the reason why addiction to abusive substances is a part of the call center services now. But all is not lost.

Many call centers across the world want to have life coaching sessions for these young achievers. The aim of these sessions is clear and simple. The call center units want the young agents to realize the importance of money and at the same time value and cherish what they have achieved. Sharon Lewis, a life coach with a premiere BPO outfit, says, “We try to inculcate some values in the agents. These values are important for career building and developing what they have already attained into something more productive in the future.” The life coaching sessions advise the telemarketing agents on better management of their finances. They teach them tax laws and how they can use their earned money into investments for the future.

The recession has laid bare the truth about career and future. Even the best placed employees were handed the pink slip at their height of their career in industries like BPO. It’s very difficult for a middle-aged person to find a job at the call center or any other industry at short notice. That’s when you need to fall back on your savings. Life coaching sessions make the answering service agents aware that their savings are for their security and will act as a cushion against unfortunate falls. The BPO service agents are taught how they can cover their insurances and manage their salary to leave a continued savings trail. You never know when you need to fall back on the money that you have stashed up to tide you over those rough days.

Life coaching sessions also enable the lead generation agents to relax and take their job in the right perspective. The notion that hard work is the only requisite for success is a flawed idea. You need to take those breaks so that you can work over continued time periods. Sharon Lewis says, “If you are working without a breather, you are cutting short your professional career and also limiting your productivity, while increasing the health hazards!” These sessions allow the telemarketing agents to realize the importance of relaxation and how they need to unwind, only to come back harder and stronger.

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We provide life coaching sessions to our call center agents for their growth. We like to take care of the BPO agents because we find them to be invaluable assets.

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Guidelines for Call Center Agents

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Home Page > Business > Small Business > Guidelines for Call Center Agents

Guidelines for Call Center Agents

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Posted: Nov 29, 2010 |Comments: 0
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The call center sector is always written about. But you hardly get tips or words of advice for the BPO agents and employees who make this business possible. In this article we will take a closer look at some ways in which the agents in telemarketing services can improve their performance and enjoy their job at the same time. Your liking for your job is primarily in the mind. If you can attune yourself to love what you do, you will soon find yourself getting better at it. Telemarketing can get tough for those who are in this sector for the wrong reasons. In the world of stiff competition, you need to be a little better than the average to succeed. Some ways of doing things, many of which are subtle changes in your lifestyle, can make all the difference. Let’s find out!

Firstly, get the toughest jobs done first. When you know that making lead generation calls to some contacts would be difficult, pick up the phone and get those out of the way first. Call center agents should always work with a free, open mind. Being bogged down by the thought of them getting stuck on sales is like a writer’s block to a screen writer. If you get the toughertelemarketing calls done right away, you will have a better state of mind to do the easier tasks.

Secondly, lead a better life. The BPO job that you do is stressful. You invest a lot of mental energy in the process. You have to replenish yourself every single day to avoid burnout. When you are not at the call center, listen to music, read books or watch movies. You can also indulge in some exercises early morning. Go for brisk walks and do some freehand exercises. Sitting for hours on a chair at the telemarketing unit damages your vertebrae and postures. Exercise also keeps your brain cells active. Meditation and yoga are very good ideas for a telephone answering service agent.

Thirdly, create a positive vibe at the workplace. Keep a clean desk. Call centre jobs are all about order and schedule. A cluttered desk is the expression of a confused mind. Moreover, you tend to forget things and get depressed when your desk is strewn with stationery. Schedule all your meetings well in advance. Customer service and lead generation are both services that have a lot to do with time. If you are not working to a schedule, you will miss your deadline.

Fourthly, keep distractions at bay. You don’t really need IMs and social media pages when you are doing transcription services. Turn off the alerts on your computer. If you must log in to your call center IM, keep it mute. Let it not interfere with your work. Identify the non-essential tasks in your call center services. Determine which ones take time but hardly add to the productivity. Make small daily deadlines for yourself. That way you will be making use of every minute that there is.

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We provide counseling and guidance to our customer call center agents to help them cope with the pressure of customer service.

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Inexpensively Motivate Your Call Center Agents

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Home Page > Business > Inexpensively Motivate Your Call Center Agents

Inexpensively Motivate Your Call Center Agents

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Posted: Jan 02, 2011 |Comments: 0
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Life would be so easy if motivation could exclusively from within us! However, more often than not, it’s up to management to maintain employee morale. To activate and inspire self-motivation and boost ‘morale’ amongst employees, you need to be a dynamic leader. And unfortunately the toughest challenge for call centre managers is keeping this ‘morale’ at a high level. If your employees are miserable, low productivity and high labor turnover can be the net result. Therefore, it is important to keep your call center agents happy, enthusiastic and motivated all the time.

Working as a contact center agent can be highly demanding, challenging and dynamic. Hence call center stress is very common. Meeting strict deadlines and maintaining quality standards, handling enormous number of call volumes and satisfying angry and frustrated callers – yes, call center agents manage all of this and more. All of these job requirements also need to be met in real time and within the rules and confines of the call center.

So, now the question is how you keep your contact center employees motivated and happy. Workplace motivators include both monetary and non-monetary incentives. Both are equally important but in this article we talk about non-monetary incentives and how they can be used to reduce attrition and keep your call center agents happy and satisfied. It is a lot easier to motivate with money, but the motivation tips mentioned below are much longer lasting and can help transform the organization:

Mentoring and Coaching – It will be helpful to have a coaching plan in place for the employees. Spending time and coaching employees will make them feel more involved with the organization. It will help good employees, become better.

Praise in public- correct in private. Nothing in the world replaces genuine praise. We often carry a notion in which we believe that praising an employee might lead to distraction and over-confidence. Make praises behavior specific, sincere, timely and public (whenever possible). Contact center certification will lead to praise for the entire call center and by extension, every agent that works there.

Be a psychologist. Everyone in your team has different personalities – adapt accordingly. See things from their perspective and communicate freely. Be what you are and you will see agents open up to you. In addition, you can hire a call center consulting firm to help you identify where you can improve.

Delegate and share responsibility. Give representatives an opportunity to supervise. By rewarding your employees with more responsibilities you will involve them in the organizational web and boost employee recognition.

360 form of evaluation. Allow employees to evaluate you as well. Get the feedback from them and improvise on the points they mention. Make feedback and evaluation a two-way process. If you act to the feedbacks you receives, so will the employees. Set an example.

Increase Hierarchical Positions for Motivation. Stretch the organizational chart by adding more levels of management to your call center structure. Add up to 5 or may be 10 levels to effectively manage all agents. This will also encourage the process of promotion from one level to another.

In the rough times of economic crisis, you must keep your employees happy in order to maximize your companies return on investment and to reduce attrition or turnover rates. A combination of both monetary and non-monetary incentives will keep your call center agents motivated. More importantly, try concentrating on incentive programs such as recognition, appraisal, collaboration and promotion. It will make the employees happy and ultimately your organization will prosper.

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Learn more about call center consulting from the experts at SQM Group. While you are there, learn about call center certification and all the benefits it can offer your call center. Go there right now.

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Learn more about call center consulting from the experts at SQM Group. While you are there, learn about call center certification and all the benefits it can offer your call center. Go there right now.

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Posts Tagged ‘Agents’

Any fresh ideas on how to motivate call center agents?

IQPC Customer Management IQ Podcast: Home-Based Agents and the Virtual Call Center

Can a company require their call center agents to provide the customer with their last name?

What is the most asked question during an interview for call center agents?

Life Coaching for Call Center Agents

Guidelines for Call Center Agents

Inexpensively Motivate Your Call Center Agents

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