In the hyper-competitive market, organizations adopt different strategies to boost their employee’s morale and confidence. Companies adopt such strategies so that employees do not fail to meet targets and stay productive at the workplace. Especially, when it comes to boosting self-confidence for call center employees, companies take the help of varied reward and incentive programs.  

Call centers are among one of the pioneering industries that do not need any introduction and the purpose is inevitable. Calling representatives are the first point of contact to address the customer’s problems and solve their queries over the call. 

Call center employees have various goals and milestones to achieve for which dedication is an essential part to dwell on. They are expected to be productive in their work and performance. To help them perform better, call center employees need to be given rewards and incentives periodically and should set the goals that they can work on effortlessly.  

Representatives working in a call center deal directly with the customers whom they are interacting with on a daily basis. That’s why they are being trained in such a way to handle customers’ queries efficiently and provide them genuine resolutions without making unreasonable promises to the customers. 

In short, they maintain a sort of good association with the customers that allow customers to return over and again for using the same brand’s products and services. But, is it fair to stay only customer-centric without paying heed to the employees’ toil and efforts? Probably the answer is ‘NO’.  

After a certain period, calling representatives start to feel monotonous, unmotivated, and a dissatisfied employee. This happens because they come to the workplace in a routine and hardly relish the joy of working due to lack of recognition, proper training to boost their skills, no outside lunches, events, et cetera. 

To help to retain the enthusiasm of call center representatives in the team, we have highlighted the top 5 tips to motivate and boost their morale. 

• Well-designed incentive program

A planned and well-designed call center incentive program can create wonders for your calling representatives and keep them motivated for a longer period. 

In the incentive program, you can introduce a mix of monetary and non-monetary prizes such as gift hampers, special lunch outing passes, movie vouchers for them and their family, et cetera. They will surely embrace such small yet excellent incentives and could find spend good time with closed ones. 

• Say ‘thank you’ and praise

Without advancement opportunities, your call center agents may become unsatisfied, disinterested, or less productive. It is essential to recognize their worth and the efforts they put in by persistently speaking over the calls and actively resolving customers’ queries.

Therefore, a simple message of ‘thank you’ and praising them at the workplace helps to boost their morale and make their space with dignity. 

A pat on the back and thanking the employees sincerely can go a long way to boost employees’ morale and lead them towards performing better than before. 

• Hold contests and encourage for participation

As we usually see, calling representatives are found either calling the customers or receiving the calls for 9-10 hours a day. After finishing the day, they feel tiresome, so it is good to provide them some moments of relaxation in the middle of the day. 

To make your representatives feel motivated, organize some small contests at the workplace during the week and encourage them to take participate. This will allow them to feel stress-free and also could sharpen their knowledge level. 

• Organize special events

It is very understandable that when call center representatives are motivated, they take complete ownership to resolve customer’s issues, become productive, and feel job satisfaction. 

Hence, organizing special events for them is merely one of the finest ideas to boost their self-confidence. Events could be festival-related, small official gatherings with hi-tea and snacks, motivational group discussions over a cup of coffee in the conference room at the workplace, et cetera. 

• Design and offer effective rewards

Undoubtedly, there are endless rewards that can be offered to the call center employees but designing them about keeping every aspect in mind is the one that could enhance their self-esteem and enhance their determination. 

Offering them rewards and introducing call center incentive solutions for their good work and persistent performance is the best way to deal with their low morale.   

Rewards could bring positivity in their approach, allows them to kick-off boredom, and enable them to embrace opportunities to grow personally and professionally. 

Conclusion 

Offering rewards, incentives, and training sessions are ideal to make the employee feel motivated. Along with that, their skills also must be sharpened so that they could bring new energy and enthusiasm in their work style. Gaining new skills and renewed information about the products and services also inculcate a sense of confidence in the employees. 

To help call center organizations, NextBee offers a robust and customizable platform where you can create a special call center incentive program for your employees and help them to leverage the unique features associated with the platform. 

To know more about the call center gamification software, contact our marketing experts and discuss requirements pertaining to your business.