The Motivation Factor in BPO
Motivation is a key element in any pressure-cooker job. When you are working in a tough situation all day, there is every chance that the stress gets to you. You will feel drained and loathe coming to work the next day. That's a daily feeling that call center agents go through. Their jobs involve stress on a regular basis. Deadlines are stiff at the BPO. Failure to deliver on time will get bad reviews from superiors and many are known to have been terminated for serial failures. In this recession-hit job market, losing a job is like losing on a livelihood. These external factors have a strong presence on the minds of the employees as well. In other words, they are wedged between performing at their optimum and keeping a calm head on their shoulders. Motivation is the only way in which the management can strike that fine balance.
It's an urban myth that motivation exercises are always expensive to the call center. It is true that money can be a significant cause for motivation. But it does not mean that it is the only reason why BPO agents are willing to push themselves and floor the accelerator. Monetary rewards and incentives are only expressions of appreciation. Salary raises are metaphors for growth opportunities. And a thinking telemarketing management can provide both to the employees without adding too much on the expenditure ledger. After all, what with inflated prices, the cost of telemarketing services is bound to go up anyway. If one increases the price tag on call center services that will only complicate matters and throw you out of the competition arena. There are various ways in which you motivate your employees without doing so in monetary terms. Let's find out!
Every employee likes to learn new skills and ways to do their job. That is true for call center employees as well. In a BPO, no matter how seasoned you are, you will be unaware of certain new methods and processes. The management of the call centers can do well by offering to train agents in additional skill sets. Chalk out training modules that doesn't coincide or interfere with their daily work but at the same time. Get the agents to learn new ways of doing things, even if these are processes that you don't conduct in your own call center. You never know when you will switch to these ways. You need not go through the training schedule again.
Inculcate a sense of belonging in the BPO employees. Make them feel part of the organization. Even with the right kind of budget to spend on salary raises and incentives, call centers lose employees to attrition. The reason is not money. It's just that they don't feel important in the telemarketing units. They switch over so that they find some importance. Adopt the practice of praising in public and criticizing in private. When you evaluate performances, be objective. When the employees working for you feel that sense of team work and synergy, they will not disturb it and abandon ship.
Questions and Answers
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