2. Key Factors
1. Mentoring
2. Networking
3. Trust

3. Call Center Staff Motivation
Trust for What is Worth
- Successful People
- People who will become successful

4. Improving Motivation in a Call
Center Environment
Tedium of work
Absence of Challenging
Lack of career progression
Absence of investment in training
Low levels of employee retention.
Stress and anxiety
Workload
Physically and mentally demanding work.
These factors engender a sense of frustration and
desintegration of staff morale.

5. Suggested Solutions
Open access to employees
Making and observing formal work procedures
Listening to agents taking calls and conversations
between staff.
Viewing variations in staff morale and work process.
Management meetings
Training sessions

6. Indicators to Measure the Impact
of the Suggested Solutions
Customer satisfaction an increase of 20 percent
Employee satisfaction an increase of 30%
Operating costs a reduction of 30%
Staff stress a reduction of 20%

7. Decision Making Model
The adoption of a streamlined production line
approach with rigid rules and standards leads to
limited service quality.
It provides an efficient way to address the tangible
dimensions but fails to address the intangible aspects
of service.
The empowerment approach is more appropriate for
intangible service characteristics; it allows flexibility
by allowing employees to treat each customer as an
individual.

8. Possible Solutions
Scheduling system.
Flexible working patterns.
Implementation of a real time side by side coaching to
encourage rapport building between staff and managers
and thereby accelerating behavioral changes.
Supportive environment
Managers must be sufficiently hands on to give active
support but sufficiently hands off to enable teams to have
the space to solve and implement their own solutions.
Improved compensation, motivation and incentive
programmes.
A performance feedback system that relates individual
results and team results.

9. More possible solutions
Acknowledgment and reward systems beed to be
timely and personal with clearly agreed paramenters.
Involving employees in future recruitment activity
involvement
Weekly team meetings to discuss results, problems,
or to cross train team members.
To reduce call volumes
To ensure the customer is connected to an
appropriate agent.
To provide differentiated levels of service.

10. More possible solutions
Acknowledgment and reward systems beed to be
timely and personal with clearly agreed paramenters.
Involving employees in future recruitment activity
involvement
Weekly team meetings to discuss results, problems,
or to cross train team members.
To reduce call volumes
To ensure the customer is connected to an
appropriate agent.
To provide differentiated levels of service.