{"id":17637,"date":"2021-05-12T07:13:52","date_gmt":"2021-05-12T06:13:52","guid":{"rendered":"\/gb\/en\/blog\/?p=17637"},"modified":"2023-07-12T17:26:15","modified_gmt":"2023-07-12T16:26:15","slug":"10-ways-to-motivate-your-call-centre-agents-in-2021","status":"publish","type":"post","link":"\/gb\/en\/blog\/10-ways-to-motivate-your-call-centre-agents-in-2021\/","title":{"rendered":"10 Ways to Motivate Your Call Centre Agents in 2021"},"content":{"rendered":"

Happy call centre<\/a> agents create happy customers. Happy agents are most likely to be motivated to put in their best effort and thereby are able to provide a higher level of customer service. Implementing the right motivation techniques is the key to improving your agents\u2019 work quality and productivity<\/a>.\u00a0<\/span><\/p>\n

So, before you think about how to boost your company\u2019s ROI, you should first consider whether you have provided enough motivation for your agents to stay engaged at work.\u00a0<\/span><\/p>\n

Front-line customer service is not an easy job for anyone, and oftentimes, it can be mentally straining as workers are constantly under tremendous stress. Reports have repeatedly shown that the call centre is one of the industries most affected by <\/span>high employee turnover<\/span><\/a>, with average rates of 30% to 45% in the US.\u00a0<\/span><\/p>\n

Increasing motivation is a crucial factor that\u2019ll help maintain call centre agent retention, whether it’s working from the office or home. Here we have provided ten effective motivation techniques for your call centre agents:\u00a0<\/span><\/p>\n

1. Set SMART goals<\/b><\/h2>\n

In general, businesses often make goals that set them up for failure by being either too generic or unrealistic. This is when the <\/span>SMART strategy<\/span><\/a> comes in to play to help businesses make clearly-defined goals, while making sure they\u2019re reachable, and this applies just as much to call centres.\u00a0<\/span><\/p>\n

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Source: <\/span>Genbook<\/span><\/a><\/p>\n

Instead of setting long term goals, divide them up into smaller objectives that are more manageable and attainable in the short-run for each team and individual. Having a clear goal in mind will help your agents better visualise the actions needed to achieve their goals while developing the motivations to follow through with their plans.<\/span><\/p>\n

Furthermore, conduct performance evaluations on a regular basis with your agents, provide feedback for improvements, and be sure to celebrate them when a goal has been reached.\u00a0<\/span><\/p>\n

2. Implement the right tools and technology<\/b><\/h2>\n

Providing your agents with the right tools can effectively boost their productivity. But it\u2019s easier said than done. There are many things to consider before finding the best solution for your employees.\u00a0<\/span><\/p>\n

You should first start by finding out what tools have been frustrating your agents, and that affect their productivity. Eliminate outdated systems, and then consider what the desired needs are for your team as well as what challenges you are trying to solve.<\/span><\/p>\n

For contact centres, you’re likely supporting your customers through various communication channels such as live call, video chat, social media, and email. It is important to consider how well new tools will integrate with other channels currently in use, without affecting the whole system.\u00a0<\/span><\/p>\n

Tools like <\/span>RingCentral<\/span><\/a>, a powerful <\/span>unified communication solution<\/span><\/a>, ensures seamless multi-channel communication using cloud-based platforms, allowing call centre agents to effortlessly access all information needed from one place to address customer needs.\u00a0<\/span><\/p>\n

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Source: <\/span>RingCentral<\/span><\/a><\/p>\n

Additionally, having tools specifically for providing <\/span>technical training and mobile remote support<\/span><\/a> is beneficial for call centres and organisations in tech. When customers are having a hard time understanding how to use your product, setting up the communication portal, or encountering other technical issues, call centre agents can simply <\/span>connect to their devices<\/span><\/a> with permission.<\/span><\/p>\n

They can then either walk them through the process or do it all for them. Utilising such tools helps effectively reduce time wasted on miscommunication<\/a> while increasing the productivity of your support agents, as well as improving customer satisfaction.\u00a0\u00a0<\/span><\/p>\n

Other powerful tools to boost productivity for call centres:\u00a0<\/b><\/p>\n