preventing burnout in call center agents plus 9 ways to motivate agents

PreventingCustomer PreventingCustomer ServiceBurnout ServiceBurnout

9 Ways toMotivateYourReps9 Ways toMotivateYourReps

Presented by Presented by

Myra GoldenMyra GoldenMyraGolden.ComMyraGolden.Com

What Matters Most to CSRs?What Matters Most to CSRs?

1. Good wages2. Job security3. Promotion and growth within the

company4. Good working conditions5. Work that keeps you interested

What Matters Most to CSRs?What Matters Most to CSRs?

1. Personal loyalty to employees2. Tactful disciplining3. Appreciation of work done4. Sympathetic help on personal

problems5. Feeling “in” on things

Source: US Chamber of Commerce

= Engaged Employee

How can we grow?

Do I belong?

What do I give?

What do I get?

4 Dimensions of Employee 4 Dimensions of Employee EngagementEngagement

95% of people consider a cash bonus a positive and meaningful incentive.

But, employees simply use the money to pay bills and quickly forget the reward.

10 Stress Inducers

• Little or no control over working conditions

• Repetitive tasks – 80% or more of their time on the phones

• Difficult customers• Being treated like a juvenile • Poor leadership/management

10 Stress Inducers

1. Not knowing what’s expected2. Extremely heavy call/email volume3. Pressure to move quickly through

contacts4. Lack of trust, openness, respect5. Lack of necessary tools, resources,

or knowledge to do the job

Early Warning Detection of Early Warning Detection of Morale ProblemsMorale Problems

• Significant increase in wait and/or abandon times.

• Staff tardiness/absenteeism rates increases.

• Increase in escalated calls to supervisors.

Early Warning Detection of Early Warning Detection of Morale ProblemsMorale Problems

• Increase in average talk times.

• Increase in idle times.• Changes in soft measures.

About Burnout

• Burnout is different from stress• A burned out employee’s job

motivation has been destroyed.• They no longer understand how

they fit into organization.• They feel overwhelmed and

powerless

Recognizing Burnout…Early Stages

• Irritability• Balk at routine tasks• Procrastinate• Miss deadlines• Tardy, longer lunches, call in sick• As symptoms become more severe,

can lead to serious depression

Minimizing Burnout

• Take action immediately• Showing the employee you are

concerned goes a long way• Make the first move• Offer concrete solutions to help

employee improve situation (paid or unpaid leave, etc.)

Minimizing Burnout

• Make the employee feel apart of the team. Many times, employees on the edge of burnout isolate themselves

• Offer EAP programs• Maintain dialogue

9 ideas to help you Inspire & Motivate

Your Reps

idea 1:idea 1:

callcall your your

employee employee just to just to

thank herthank her

Send an email acknowledgement.

Idea 2Idea 2

Providean Providean extra extra breakbreak..

Idea 3Idea 3

A Strong Case for Apologizing to Angry Customers

Delegate Delegate

Idea 4Idea 4

Write a thank you note by

hand

idea 5:

When pay checks go out, write a note on the envelope recognizing an accomplishment.

idea 6:

Provide a 2-hourProvide a 2-houridea 7idea 7

Send birthday cards to your employee’s homes

idea 8:

Walk up and tell your employees how awesome they areidea 9

Q & A

• Email me – myra@myragolden.com for answers to additional questions not answered today

• A copy of this slide presentation• Blog: www.MyraGolden.wordpress.com• Twitter: www.twitter.com/myragolden• Web: www.Myra Golde n.com