If you are a supervisor in a call center company, then it is only important for you to know that highly empowered and motivated agents is one of the most important keys of ensuring your company’s success. Being a customer sales representative is a very challenging job indeed. Not only will they be tasked to deal with difficult callers but they also have to make sure that their performance is up to par to the standards of the company as well as other stuff. That’s why as a leader of a hectic company such as a call center, you should know how to properly motivate your agents for them to perform at their best. Here are the things that you should consider:
do what you preach
For you to be a good leader, you should know that you have to be a good follower first– so, do what you preach. Once you give your agents a set of rules that they should follow, make sure that you yourself follows it. If texting is not allowed during work hours, then you should not also use your phone. Also try to be consistent and professional with everything. Do not be strict one day and lax the next day. Remember that your employees will follow you if they see that you are really serious about the standards that you have set for them.
enforce policies properly
You also need to properly enforce the company policies to be able to motivate your agents. This means being specific in telling them what they are exactly supposed to do as well as what is expected of them. Doing this can help them realize their full potential. Aside from that, you also need to let them know the results of particular actions that they do, whether it be positive or negative. This way they’ll strive better to improve their work performances as well as their behavior.
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be generous with rewards
Most importantly, never hesitate to give rewards to your employees. This truly motivates them to work and perform better. You could always base your rewards according to their performance as well as to their behaviors. One important thing to take note of however. You need to know that there are other great options to give as rewards aside from money.
With such a toxic working environment such as a call center company, you need to give careful consideration to the agents working there. Always keep in mind to be the first to do whatever it is that you ask them to; implement company rules appropriately; and always be generous in giving them rewards. Follow these things for your call center agents and you’ll definitely have well-motivated agents that performs well, ensuring the success of your company.
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