Motivation For Call Center Executives


by Jems Hug - Date: 2010-10-13 - Word Count: 516 Share This!

Call center executives work in a high pressure situation. There is competition within the BPO unit as well as outside it. The telemarketing agents work as individual units and also as a team. As individuals, their aim is to make it to the next level. As a team, they strive to take the telemarketing services firm to where it is capable of handling projects from bigger brands. So, there are no prizes for guessing that the agents have to keep themselves motivated at all points in time. It's true to say that the work is of such importance and challenge, telemarketing services itself is motivation enough. Even then, the BPO service firm can do a lot to drive home some inspirational thoughts to make the agents keep their foot firmly on the accelerator. Let's find out how!

The call center agents are always keen for some show of appreciation. Many of the BPO agents handle mini disasters on a regular basis. There are irate clients and customers that call the inbound call center desk. There are various kinds of customers expecting many impossible help from the telemarketing department. It's not always easy to keep them calm and make them see reason. The telemarketing services agents have a tough ask on them. They have to first ensure that the customer doesn't leave the fold and move over to some other company. Then, they have the task of explaining things in an even way, keeping the caller's expectations firmly rooted to the ground. Once they slip on any one of their functions, it may result in a loss of the customer. There is so little margin for error. At the end of the day, the BPO service agents need that pat on the back.

Money is a prime player for motivation. Call center agents are generally paid more than others in the same hierarchy but in different industries. But you got to keep in mind that they are making more money for the call centers than they are earning themselves. That gap in the net earnings always remains and keeps yawning wider. The BPO firm has to ensure that the agents and employees of the firm feel part of the profit. If the BPO service firm shares its profits with the employees and keep them financially satisfied, they will be enthused to put that extra bit of effort. If a telemarketing agent gives you additional sales, why not reward him financially instantly? Why wait for the incentive to come off in the salary slip? Rewarding someone sets an example for the others in the team. Sometimes, it's not the value of the monetary incentive that drives the business process outsourcing agents. It's the symbol of being a winner among many on the floor that keeps them on their toes.

Promotion is the third great motivator. If the telemarketing agent is doing exceptionally well, promote the person. If the hierarchy doesn't make room for the next step, create one! What could be more important to you: a motivated call center agent or the protocol? Surely you will choose the former.

Related Tags: customer care, customer services, business process outsourcing, bpo, call centre, call center, call center services, call center bpo

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