Working in a call centre must always involve meeting certain targets and KPIs. So creating a solid performance base is essential for employees to be effective and not live in fear of losing their job. The following are 5 different ways of motivating your call centre staff:

1. Short Term Incentives

Earning sales commission is a constant motivation for the most call centre employees. Financial incentives for On-Target Earnings (OTE) are one of the strongest motivation practices to use as on target employees have the opportunity to add a substantial amount of money on top of their basic salary. However financial incentives are not the ‘be all and end all’. Rewards and competitions are another source of motivation for call centre employees. Running internal competitions on a daily or weekly basis will give employees short term goals to aim for and create performance momentum This will also create healthy competition which will eventually lead to a better overall performance from your call centre team.

2. Feedback

Feedback from managers and members of senior team is imperative. A manager acknowledgement goes a very long way and awarding a team or team member for having the best performance in the last week will create a positive attitude within the team.

3. Call Centre Training

Offering call centre training on a regular basis is a great motivator for employees in call centre roles. It will encourage them perform better and develop the required skills and knowledge to help them meet their goals. Importantly, if employees then have their skills reinforced and coached by their managers it will show them that the company cares about them and their performance.

4. Evaluations / Reviews

Regular review sessions with individual employee or a team can help them to understand their current performance level and how they can step to the next level. During review sessions, senior management team can discuss short or long-term goals and more importantly how the managers will provide sales training to their people to ‘close the gap’

5. Clean Workspace

More of a discipline rather than a skill however it is important for an employee in a call centre role to have a clean workspace. Having an organised desk with equipment that works professionally is crucial to enhance performance and employee working in a clean working setting is more likely to perform better than working in a chaotic environment. An organised desk can also help in maximising work efficiency because the employee will be able to work through their work in an order instead of working through a disorganised pile.

Going forward:

Establishing a clean workspace, implementing employee sales training and call centre training and providing monetary incentives will appeal to employees and set the benchmark for a performance culture The KONA Group is Australia’s Leading Sales and Sales Management Training and Coaching company and provide customised training programs that include: Sales Training & Coaching, Key Account Management Training, Call Centre Training & coaching, Negotiation Skills Training & Coaching, Motivational Speakers, and more. So, if you are looking to increase the effectiveness and results of your sales team, contact KONA today on 1300 611 288 or email: info@kona.com.au to discuss how we can help you to improve your organisation’s results.