“Accountability breeds response-ability.” – Stephen Covey
On the previous blog I covered how to set clear expectations and establish effective historical schedule adherence goals.
I will now provide a suggestion on how to create accountability within a historical schedule adherence framework.
IDEA # 3
Reminder: This series of blogs was intended to provide suggestions on how to create a motivated workforce within a call center environment.
The key is to create empowerment within your workforce.
To ensure agents feel empowered they must not only be responsible to achieve their goals but they must also have the authority to achieve them.
This authority takes the form of the flexibility to make decisions on how to manage their schedules during the day.
Your clear communication of expectations will govern each agent’s decision-making process.