Updated February 2020.
A contact center workforce thrives on motivation.
The workplace environment contributes to overall employee morale, which, in turn, impacts employee motivation.
According to BusinessDictionary.com, “Employee morale describes attitudes, emotions, and, overall outlook of employees during their time in a workplace environment.”
Workers with a positive outlook are more productive than those with a negative outlook, and they are likely to stay longer.
The working environment of a call or contact center is significantly different from a traditional office environment.
Employees sit in isolated cubicles for hours at a time.
Call center workers have a stringent break and lunch schedule, and it is essential to keep the agents motivated and to help them manage the stress of their job effectively.
Low morale contributes to a negative working environment, low productivity, and high employee turnover.
Employee turnover can account for more than one-fifth of a company’s payroll expenditures and thus constitutes a significant area for improving the overall cost of doing business.
High workplace morale contributes to a positive working environment, enhanced productivity, and low employee turnover.
In short, workplace morale impacts your company’s bottom line and needs to be a priority in decisions and daily operations.
Although motivation can come from good working practices and operational efficiencies, it is best to use effective motivational techniques to raise morale and improve employee performance.
Here are four proven strategies to help you motivate your contact center employees.