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Motivating Call
Center Agents
Module 3 - The
Motivation Process Roadmap
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Could you use a research based tool
to help assess your current incentive programs?
Don't reinvent the
wheel!
We already did that
for you!
Find out more about the most comprehensive tools and assessments available - the Motivating Call Center Agents
Toolkit. |
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Centerserve is excited to
show you material from our
Motivating Call Center Agents
toolkit, a
comprehensive guide on how to increase agent
productivity and retention. This tutorial series
will pull from the
Motivating
Call Center Agents toolkit to
illustrate how to establish an effective motivation
and incentive program in your call center.
Module 1
looked at the agent-manager disconnect and
Module 2 took a closer look at the Motivation
Lifecycle. This module will illustrate the
motivation process roadmap and show you how to
create a truly motivating workplace starting with
the first phase of the roadmap. Be sure to watch for Module 4
because it will continue with the Motivation Process
Roadmap. Module
5 will
conclude the series with tips on how to incorporate
other call center resources to retain motivated and
loyal agents. |
Creating Motivation
is a Process
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| As addressed in
Module 1 of this series, creating motivation is an
ongoing process. Just as the culture in your call
center is established over time, creating motivation
is also a process, rather than a one-time activity
or event. In order for your call center to be truly
motivating, you must be pro-active, not reactive.
Spending money on gimmicks, games and
logo-emblazoned mugs and pens will have little
long-term effect if you stop there. The most
meaningful efforts will be relevant and specific.
Agents will value them, and you will see both
short-term and long-term returns on your investment. |
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Motivation
Process Roadmap
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This module in the
Motivating Call Center Agents series provides an
overview of the process for creating a motivating
workplace and finding the real value behind
incentives and methods for improving productivity.
This systematic improvement process provides the
steps that you can implement to create a truly
motivating workplace. To the right is the
Motivation Process Roadmap that is used in the
Motivating Call Center Agents Toolkit. The action steps of
the motivation process are divided into three
categories:
Phase 1 Preparing for change
Phase 2 Planning the
change
Phase 3 Implementing the change
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Like any meaningful change, you
must view this effort as a
process, not an event or a
meeting, or even a new incentive
program. Lasting change will
result when the call center
embarks on a program that
addresses their unique needs and
culture. |
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Phase 1: Preparing
for change
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| After you understand the principles of motivation,
you can begin an action plan to create a motivating
workplace in your call center. An adequately
prepared call center workforce is much more likely
to accept a change in their incentives and
motivation program. By following the steps below,
you will be on your way to developing a motivational
strategy that works. |
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Preparing for
change includes two steps:
1. Form a project team and begin change management
2. Assess the current state of your call center
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1. Form a project
team and begin change management. This step addresses how to create a project team
with your peers and agents - all of the key players
that you will need involved in the change. Using
selection criteria to determine who should be on
your team will ensure a fair process in choosing
team members who participate in designing a plan to
motivate your call center agents. To determine your
selection criteria, you will want to look at a few
specific factors about your agents and be sure that
certain important groups are adequately represented.
Groups to be represented include new and experienced
agents, agents with different duties, areas and
shifts, and agents with different demographics. |
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2. Assess the current state of your call center. Before you embark on any changes in your call center
(even if you already have specific ideas in mind),
it is essential that you assess the current state of
your call center. This step is a reality-check. It
will help you establish, in unambiguous terms, the
effectiveness of your company's current incentive
programs. Once everyone has a clear picture of where
you are as a call center, it will be easier to
determine where you want to go.
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Don't reinvent the wheel!
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These are just some of the tools and
assessment in the Motivating Agents toolkit:
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Eight
subject specific agent questionnaires
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Eight
subject specific supervisor
questionnaires
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The
Threshold Model
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Pattern
analysis guidelines
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Gap
Analysis Tool
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Prioritization Matrix
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Business
Case Template
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The
Motivating Agents toolkit
has a robust
set of assessments and tools for all
the step in the Motivation Process Roadmap.
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Need assessments and tools
to fulfill Phase1? See our
Motivation Agents
Toolkit. |
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Next week we will continue
with the Motivation Roadmap:
Phase 2: planning the change and Phase 3: preparing
for change |
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