How to Motivate Your Call Center Reps

Working in a call center can be challenging at times. It’s no secret that call centers have a high turnover of reps. While the working conditions may be good, many times call center reps are underappreciated and underpaid. One of the best ways to keep your reps and lower the turnover rate is to keep your employees happy.

Your call center employees are an important link in the customer/company interaction chain. You are trusting them with your customers—your most valuable asset. Failing to have faith in your reps will result in many of them leaving.

Here are some ways to motivate your call center reps and create better working relationships:

Raise their pay. Call center representatives are professionals, and should be paid as such. Let’s face it: No company wants to pay more. But unless you want to continuously hire new workers and deal with a high turnover rate, you need to offer a competitive rate.

Provide refresher training. Employees that have been employed with the company for a while will greatly benefit from refresher training.

Allow shift trading. When call center employees are able to swap shifts to meet their needs, everyone is happy. It’s a small change that creates a nice balance.

Create an off-site program. Reps who wish to work from home can do so through remote communication. Employees who excel can have this perk, and this will motivate others to excel as well.

Give benefits to part-timers. Part-time employees are just as important as full-time ones, so treat them as if they are as valuable by offering the same benefits.

Create an advancement system. Let your call center representatives know that they can be rewarded with better pay and more responsibility if they succeed and add value to the company.

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