How do I know what agents really want?

The best way to know what agents want is to listen to what they have to say.

This can be accomplished through surveys and focus groups that enable agents to vent their complaints and express their needs.

Be sure to include a cross-section of all agents in your outreach initiatives: new hires, veterans, high-performers, laggards, the disgruntled and the jubilant.

What effect does call-center culture have on agent motivation?

Agents take their cues from call-center bosses. Managers and supervisors who appear tired, distracted, angry or bored are hardly great motivators.

Building agent enthusiasm requires a management team that’s involved, responsive, and ready to take on projects with energy and enthusiasm. Bosses should exude excitement over small success and acknowledge agents’ contributions.

Will better morale automatically lead to lower turnover?

Enhanced morale can reduce staff churn by increasing satisfaction. Few agents will leave a job simply because a competitor pays 25 or 50 cents more per hour.

On the other hand, low turnover isn’t necessarily indicative of a productive work force. Underachieving agents may feel perfectly happy in their work and not be tempted by greener pastures, particularly if they believe their jobs aren’t at risk.

Call-center managers must recognize the difference between agent satisfaction and complacency, and be willing to weed out low-scoring agents despite the potential negative impact on staff churn.