Software techniques in creating a motivating workplace. There are many ways in which to create a motivating workplace in order to boost employee confidence, esteem and in the long run, sales.
The following are Seven Techniques in creating a Motivating Workplace:
- Development and Challenge
- Employee Satisfaction
- Guidance and Support
- Sense of Belonging
If you want a motivated workplace, make sure that you are able to create an environment for learning. By being able to combine tasks, form teams and to be able to rotate assignments, you will be able to acquire feedback, participation is heightened and creativity is likewise nurtured. Encouraging development and challenges is most benefiting to all employees and management alike.
Then, there is employee satisfaction to consider as well. It is vital to know whether your employee’s are happy or not with their work and the environment they actually move in. For any manager, the answer is simply asking your subordinates whether they are happy or not and what are the ways in improving on them. By sending out survey forms will help management determine whether they have satisfied or dissatisfied clients.
In order to insert fun in any mundane office environment, it is better if there are games involved and events with themes could add spice to any boring office. Themes such as adding Customer Service Week with a number of motifs like for instance Crazy hat day, or Back to Childhood Tuesday could be starters. Remember, all work no play makes Tom dull & grey.
Modern Call Center Solutions - Keeping in Touch is the Key
The method of recording calls is one of the best approaches to coaching call center agents and ensuring quality. Here is a nine-step plan to train agents and improve quality of service in any call center:
1. Random recording is important. Do not record three calls back to back or on the same day as an employee's performance is not based on only one day but more like the average performance in specific periods. The agent may lack quality performance in a few calls, but does not necessarily become a reflection of their typical performance.
2. Review the calls, see to the strengths and note the possible improvements needed. Before meeting with your employees, hear the calls and note what they did well and identify opportunities for improving performance.
3. Play a tape and let your employee listen. During playback of the tape, there is no need to respond.
4. After the tape is played, ask your employees to respond. Most employees will be too self-critical. Many call center agents will probably take into account many opportunities for improvement and struggle to articulate what they have done well.
5. Coach the call center agents. Use the "sandwich" approach. Tell your employees they did well, followed by constructive criticisms, and then end with positive feedback. When offering constructive criticisms, share opportunities for improvement. The agent is likely observant and can probably identify several opportunities to improve but hearing encouragement will help in the improvement of their performance.
6. Gain commitment to performance improvement. Ask employees, "What specific measures will be taken in the next 5 days to improve in this area?" Write down what the employees say and repeat it. Summarize the session by reiterating the strengths and offer a vote of confidence that can be improved in the area identified.
7. Repeat steps 2-6 with a second and third tape perhaps, if necessary. During these times, each call center agent will be able to learn step by step their mistakes and shortcomings and will soon catch on wanting to improve.
8. Follow-up before the next training session. Check with your employees between training sessions to maintain the commitment for every agent. You can touch base with employees by email or a personal conversation.
9. Discuss improvement in the next training session for call center agents. Before listening to the calls in the next training session, ask the employees how they've improved themselves since the last session. Look for improvements in the calls reviewed in the next session.
This 9-step coaching model for call center agents is simple, clear and supports opportunities for improvement.