Trust improves employee morale. If you treat your call center staff as if they were ignorant sweatshop workers, they will act according to your expectations, and you will attract job seekers of the ignorant sweatshop caliber. If you treat them like professionals, able to make good decisions or learning to make them, involved in the company, feeling a sense of ownership, then your employees will rise to your expectations.
When your call center team feels that they can do something about the problems they see, whether it's their customer's problems or problems within the company (such as working conditions), they will become more loyal and productive.
Don't assume that your staff doesn't need to understand what's happening in the company. If they don't care about the company goals, and how vital they are to meeting them, they may not feel very motivated about meeting them.
Comment Preview