One of the many challenges call centers face is keeping their employees motivated.
Let’s face it: call center work isn’t always thrilling, and it can become downright repetitive and boring. For this reason, most call centers face high turnover, which can get expensive – an endless cycle of recruiting, hiring and training.
So how do you keep customer service representatives enthusiastic about their jobs? Let them help customers, but let them truly know they’re helping them. According to Adam Grant, a Wharton professor who studied the training given to 71 new call center employees of an unnamed Midwestern software firm, the more often you bring call center employees into contact with the people who are helped by their efforts, the more positive the workers will be about their work, Fast Company reported last week.
Grant’s study found that an employee’s contact with a real live beneficiary significantly improved both sales and revenue during the employees' first seven weeks. In fact, the difference between the control group and the group that received direct feedback from individuals they helped was about 20 percent – very significant.
Grant’s study will appear in the Academy of Management Journal.
Given the importance of contact centers to companies’ precious customer relationships and their direct link to sales and revenue, it’s critical that call center management keeps agents motivated to excel. This is a tricky prospect, given the repetitive nature of the call center job, but Grant’s new study indicates that there is a perfect combination of factors that keep call centers interested in their jobs, and a direct a correlation between regular contact with the public, transformational messages from up top (encouragement from CEOs and other high-level executives) and improved job performance.
And in the call center, improved job performance can quickly lead to better company performance.
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Edited by Braden Becker