We all know that it can be very difficult to keep morale up within a business atmosphere, and of all the industries in the world, the call center can sometimes be the most difficult one. That is because it is hard to keep spirits high when you never actually see your customers face to face, and any gains that are made seem very intangible – always numbers on a screen. However, a growing business is always one that has high morale. If you want to raise the morale in your call center, then you need to make it a more pleasant and enjoyable place to work – by following these three rules:
1. Reward those that succeed.
There is nothing more frustrating than being good at what you do, and never receiving any reward for it! You will greatly enhance the morale of your call center if you make it clear that those who work hard and do well will be rewarded. Whether you start an agent of the month, or simply celebrate goals, a little can go a long way.
2. Continue to train every employee.
Nothing raises morale than employees who feel as though they have the tools and techniques within their grasp to do their job. It is down to you, therefore, to ensure that you are continuing to train your employees. If you do this, then the morale in your call center will be lifted.
3. Remove those holding everyone else back.
Those in call centers that are making the atmosphere dark and depressing in a call center are lowing morale, and if you continue to try and encourage them and train them – and they do not change – then perhaps they should be looking for a different place of employment.
These three rules are not difficult, but many managers find that hard to execute because they do not commit completely. If you do, however, you will see a drastic change in your call center.