While highly rewarding, call center work can also be challenging, particularly for team members who are new to the field. As a manager, it’s important to be aware of this fact, and to do your part to keep your staff feeling inspired and focused. Here are some easy ways to make sure that you’re doing your part to keep everyone on track:
Make the working environment a pleasant one
When you’ve got team members who are interacting with customers all day every day, its crucial that their outlook is sunny so that their customer service interactions will be too. In order to do this, focus on making the office environment a pleasant one. This can be as simple as providing free coffee or lunch, giving employees a discount on a gym membership, and making sure that the space welcomes in plenty of natural light. When your team members feel happy and appreciated, their interactions with customers are much more pleasant and successful.
Provide positive feedback, not just critiques
While everyone can use constructive criticism in order to get better, positive reinforcement is a powerful tool when it comes to keeping the morale high among your staffers. A quick phone call or short e-mail can work wonders when it comes to making an employee feel valued and appreciated. If someone has gone above and beyond, let them know how much you appreciate their work. It will take just a few minutes to do, but will yield long-lasting results. It’s easy to criticize, but harder to remember to offer positive feedback. Make it a priority each day.
Make sure that you have a positive attitude
Managers’ attitudes can truly make or break the tone of an office. If a manager comes in every day clearly disgruntled, it’s hard for employees to stay positive and focused. Regardless of how you’re feeling or what’s going on at home, it’s important to show up to work each day full of positivity and enthusiasm. This kind of attitude is contagious, and your employees need it so that they can feel equally as excited about the day ahead.
What strategies do you use in order to keep your staff members feeling motivated and happy when they come to the office?
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