When it comes to call-center agents, morale and motivation are closely interlinked. Morale is the enthusiasm agents have for their work. When agents feel valued and satisfied, those emotions tend to be reflected in their performance and they become motivated.

What is the best way to boost agent motivation?

There is no one “best way” to increase motivation. Morale plays a big role. The four basic areas that affect agent motivation are:

  • Physical Environment:
    • Is the call center located in a safe neighborhood?
    • Is the facility clean and well organized?
    • Is it modern and attractive?
    • Is it sufficiently heated and cooled
  • Working Environment:
    • Is the furniture and equipment in good working order?
    • Do the fixtures support the agents or work against them?
  • Intellectual Environment:
    • Do the agents have the training and coaching they need to do their job?
    • Are call-center rules logical and well stated, or just a hodgepodge of decrees that have accumulated over the years?
  • Emotional Environment:
    • Are supervisors responsive to agents’ questions?
    • Are they supportive in tough times?
    • Do they admit mistakes?
    • Are they flexible enough to bend the rules in extraordinary situations?