Devoted to the call center industry, the agents on the phones, and their managers

Apparently some call center managers think that holiday decorations and nice bulletin boards displays are the key to higher employee morale. But that depends on the employee. Some would rather have higher pay and better working conditions. But you never know. Morale is different from motivation. Kimberly King, a management consultant with InterWeave in Tampa, FL, says, "Parties and games don't touch morale. Morale happens when you create a trusting environment where supervisors communicate with agents in an honest, direct and inspiring way." Motivation doesn't work if it's produced by bribes without improving morale, according to experts interviewed by Call Center Magazine.

• Some employees are only motivated by finances. If it doesn't involve more money in their pockets, it doesn't improve their morale.
• Others value the interpersonal relationships of the workplace. Give them time to goof off between calls and they'll be happy even if you don't pay them much. Letting them build rapport with customers will brighten their day.
  
• Others care a lot about the way the call center looks. They're the ones who appreciate the holiday decorations. It makes them want to get up in the morning. Or get up in the night, if they work nights.
• Others want hope for advancement. If higher paid or higher status employees have certain skills, they won't be happy until they know how to get those skills themselves. Every call center should have a career path for those who want to follow it. Jam Mayer says her call center agents  in the Philippines may be young and fun-loving, but they appreciate a career path that gives them stability for the future.
• The Daily Perk points out that improving employee health improves morale. One of my co-workers thought that our company should invest in treadmills so that call center agents could get some exercise while they answered calls.

Learn what motivates your call center team, and try to deliver it.

Photo: Blackett