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Motivating Customer Support Teams
It’s not what you’d think!
A study by the Welsh Contact Centre Forum in 2006 among Welsh call-centre employees revealed that only 24% of those surveyed considered themselves truly committed to the organization.
Surprisingly, it wasn’t salary or benefits, but ‘career opportunities’, ‘morale and culture’ and ‘internal communication’ which emerged as the biggest problem areas.
Low Morale and Attrition
It is common knowledge that keeping motivations levels high in the customer service team is a big challenge for most customer service managers. The repetitive nature of work is a drawback, as is the lack of opportunities to move up to more challenging roles.
Research has also showed that low motivation is one of the biggest causes of attrition in call centers.
The Impact on Customer Service
There is no denying that demotivated employees can make a huge impact on the quality of customer service. Such employees are less likely to be proactive in looking for solutions to customers’ problems.
Incentive based customer support models can be a big help in addressing such issues. For this, it is important to have a system that is able to measure staff responses so that good performers can be rewarded adequately.
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