Tips to maintain morale of a Call Center

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How to maintain the morale of a Call Center
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Introduction

• Employees leaving your agency? Staffs often stay
  mad and feel unsatisfied? These are no major
  problems for us when it comes to employees
  morale-boosting.
• Hang on with us for a few minutes and have a
  close look at our solution techniques regarding
  this aspect.
• A Call Center is a centralized office where
  communication finds its way by the means of
  telephone processing a huge amount of requests,
  every day.
• It is an open workspace where call center agents
  are provided with a computer, supervisor station
  (maybe one or more), and a headset attached to a
  telephone switch.

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• With the help of computer networks, such as LANs,
  Mainframes and microcomputers, linked with
  additional centers, a call center works in a
  network or often independently.
• Computer Telephony Integration is the method of
  linking data and voice pathways to the center
  with the help of a new set of technologies.
• Call centers are broadly classified as Inbound
  call centers and Outbound Call centers. Inbound
  call centers are basically the section which
  administrates enquiries from the customers and
  incoming product support, in a company.
• Whereas, the section which focuses on
  telemarketing, debt collection, market research,
  and solicitation of political donations or
  charitable funds.

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• In case of a company, most of the valuable
  information is found in the Contact Center. All
  of the customer contacts are managed over here
  and are routed to the company.
• Being a part of the Customer Relationship
  Management (CRM), contact centers are used to
  manage their customer interactions with large
  companies.
• These centers are subjected to work as an
  autonomous in-house department or may take the
  help of a third party coordinating agency
  (Outsourcing Call Centers).
• Working in a call center makes one realize that
  it is not at all an easy job for an employee to
  sit back in that very chair attending phone calls
  one after the other, clearing doubts or dealing
  with the sales issues.

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• Dealing with customers for too long will affect
  the working pattern or even make any skilled and
  experienced employee, go insane.
• Now, slipping of the morale of your employees
  will further be portrayed in their demeanor and
  will end up in depleting ones call centers
  standards.
• Now, we are sternly going to focus on the aids to
  depleting morale of a call center.
• As employees in the call center have to deal with
  complete strangers, who in return never really
  behave in a very friendly way.
• Employees are not so expected to keep their cool,
  it takes more than just hanging banners saying
  Have a nice day.
• Discussing a few tips which will definitely show
  the companies a path towards higher morale.

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A purpose must be fixed

• Show your representatives that the job they do is
  worthy enough. They aint wasting their time to
  bag a handful of cash, rather it is a much-needed
  and serious service without which customers will
  be blind.

Handing the right tools to work with

• It is tough for any employee to work in an
  unhealthy environment and with not so good pieces
  of equipment.
• It is very necessary to provide your staffs
  with best call center software and can maintain a
  good atmosphere in the working place, improved
  morale values are expected, eventually.

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Customer connections and interactions

• If a staff does not know about his/her customer
  with whom he/she have to deal with, it becomes
  troublesome to interact.
• Enlighten them with customer data and support
  your team and make them believe that their jobs
  aint waste time and labor.

Thanksgiving

• During regular raises, paychecks and benefits, a
  warm greeting from the boss is always motivating
  and promotions act as a catalyst to your
  employees morale.

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Let the staffs be themselves

• It is not always appreciated that you, being a
  boss, always order your employees what to do.
• They are people made up of blood and flesh and
  emotions. Let their personal abilities flow, then
  only they will learn to deal with their own
  problems.

Proper job titles are a must

• To motivate your employees, there must be a job
  title, formal environment accompanied by
  objectives and challenges.

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Involvement of the employees in the improvement
program

• One must know how to make their employees work by
  offering them with issues to fix and have a close
  look at how they manage to fit in the situation.
• This is a must to get their working methods
  re-designed thus helping your employees to find
  their inner abilities.

Fundraising regarding charity program

• The thought of improving the morale of ones call
  center boosts the morale of the employees,
  automatically.
• Showing a few activities regarding the benefits
  of the community like fundraising will make both
  the employees and the community, have a good
  impression on your call center hence boosting
  your employee morale and with  a fun day for sure.

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System improvement

• At times, do listen to your employees complain
  about the systems available at work. This may
  further result in the slip of the morale of the
  call center if not dealt with, immediately.
• The systems must be repaired or replaced as soon
  as possible and should be kept updated with the
  software.

Time invested in explaining benefits and
challenges and being engaged in the workplace

• There is lack of reason and resulting in absence
  of employees and their will to work.

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Having dress in casual attire

• Going to work, every day, following the strict
  dress code may take a toll on the employee by
  making them think it as a part of their daily
  work.
• Yet it is considered to have a casual day per
  week as a relaxing day while keeping in mind that
  the dress code is necessary. This will give them
  a break from their hectic life.

Motivating your employees to arrange events on
their own

• Encourage your staff in organizing events where
  the call centers can take part.
• It will be a great day off, filling in
  communication gap between the employees. It will
  be a day full of entertainment while allowing the
  staffs to get to know each other.

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Take measures to increase face-to-face
interactions

• Dealing with day to day digital communication
  technique, employees are more likely to
  communicate over phone calls or text messaging
  only.
• One should get rid of this habit and initiate
  face-to-face interaction to avoid isolation and
  keep the environment stress free. In this way,
  the morale of staffs gets boosted.

An arrangement of knowledge sharing meeting

• Most of the employees wants to know their
  colleagues better and wants to be inspired.
• Organizing a breakfast or lunch meeting where an
  opening is given for face-to-face conversations
  where staffs get to know each other and share
  knowledge and ideas thus developing your call
  centers morale and skill set, both.

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Offering your staffs with better knowledge
instead of strictly written scripts

• Strict scripts can be very much stressful for any
  employee to cope up with.
• Actually, when an employee is provided with
  scripts, his independence of deviating from the
  script is snatched away from him/her.
• This is, at a higher level, frustrating. Instead
  of serving them with scripts, it is advised to
  make arrangements for training programs and serve
  knowledge as a better dish, through interactive
  sessions which will not only set the employee
  morale high but also result in best knowledge
  transfer making the call center profitable.

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Fun events play a major role in keeping your
staffs morale high

• From your side, arrange a fun competition or
  contest which will act as a stress-relieving drug
  to the non-narcotic mentally unstable employees
  (which they actually become while working
  following the same routine).
• Few special prizes in the event and giveaways are
  a great way to deal with your staffs morale
  issues.
• Though there are many other ways to boost the
  morale of an employee, there is nothing better
  than a celebration.
• It may be any kind of celebration such as a
  birthday party, boss anniversary (if married),
  success with a project from which the call center
  got very much beneficial, or it may even be a
  farewell party.
• The objective is to serve them with happiness and
  entertainment and make them feel that their
  existence count.

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Creation of a break room to serve your staffs
with some fun time

• Introduction to break rooms are needed to keep
  the mental stability of the employees.
• Long duration working requirement calls for
  breaks too, without which there is a high chance
  that a staff will burn out.
• Staffs will have a place to chat with their
  fellow employees which will eventually reduce the
  level of stress on one hand while increasing the
  morale on the other.
• Introduction of coffee machines, few handy board
  games or arcade games, or even a couch and a TV,
  is appreciated.

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Personal milestone and recognizing it

• As they are human beings (yes, they are), they
  need motivation and need to set goals and then
  work towards its completion.
• Working together with other employees give them a
  milestone to beat and in a friendly but
  competitive way, they come up with better ideas
  and revised working processes.

Giving them a clear vision of their career paths

• Promotions. This is the most effective way by
  which employees get motivated and focus on their
  working scenario.
• Call center agents are likely to feel low on
  morale and unexcited in their job with
  advancement technologies.

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