We often get so busy managing our companies and business that we forget about the most important resource that is making our business reach new height every day, our employees. Support of the management is very important: when an employee deserves it, one should not skimp on praise, and when he is wrong, explain what his mistakes are and help fix them.We need to encourage our employees to increase their productivity and organize corporate awards for them, so they have an incentive to perform better.
Here are 15 ways you can encourage your employees.
1. Satisfied employees = satisfied customers
Create a good working atmosphere, treat your employees the way you would like them to treat your customers. Why should they treat clients well if they are mistreated at work?
Operators will be happy if you provide them with the necessary training (both telephone etiquette skills and technical aspects).
2. Top Management Evaluation
The motivation of the staff does not require you to incur high financial costs. Just one phone call from the manager with congratulations and thanks for “the great effort” is often as effective as if you sent an employee to the training or handed him a gift certificate.
There are times when, unfortunately, you cannot afford the expensive financial motivation of employees. The more important is the correct communication with them during this period so that they continue to feel their importance and value for your company.
3. Positive installation
Managers in the process of setting goals and objectives for their subordinates must take into account the current economic situation. For example, there are difficult periods when it is very difficult to turn leads into real sales. Managers should set only real goals and try in every way to encourage and inspire their subordinates to achieve their goals.
4. Proper organization of work
No matter what economic conditions you work in, for the proper organization of the work of personnel, you need to follow three simple rules:
find employees whose qualifications allow them to perform the work
provide them with all the necessary tools and support to carry out the work
set real goals and deadlines for them
Even in difficult times of crisis, you cannot stop investing in sales and marketing. Also, it shows employees that we understand the challenges facing them and provide them with a reliable backup.
5. Do not try to keep those who do not suit you
In difficult economic times, leadership skills are even more important, and you must stand at the head of your team. It is important not to scatter. It is better to focus on those who suit you. If you spend attention and resources on retaining those who are not suitable for this work, this can greatly demotivate the rest of the team.
6. Avoid routine
Any, even the most interesting and favorite work, can become boring over time. And then fatigue and a feeling of monotony arise. This is especially true for contact centers. Therefore, try to avoid routine, come up with new rules for your company, new bonuses and rewards. It is necessary to excite employees and keep them motivated.
7. Give bonuses
Monthly and quarterly bonuses are always useful, but for the daily motivation of employees, it would be nice to introduce small rewards that work on the principle of “here and now”. To do this, you can buy some inexpensive gifts that employees will receive as soon as they win. They will be able to take these prizes home that day.
And more serious awards can be awarded based on the personal preferences of the employees who deserve them. So, in one company, an employee was presented with tickets for the Manchester City-Barcelona Champions League match, as it was known that he was a fan of Manchester.
8. Continuing education
Holding regular training is very important not only for staff development but also for their motivation. Workers feel that management is not only interested in the results of their work, but also helps them achieve them.
9. Good working conditions
You must be sure that, in your contact center, employees are pleased to work. The premises should be clean, and the carpeting should not be dusty, the telephones and computers should be working. It is good if you have some home plants that bloom. All this also serves as motivating factors for the staff. People should like the space in which they work, and they appreciate it if management understands it.
10. Incentives for good work
All people love it when their efforts do not go unnoticed. Therefore, rewarding for a good job is the most important part of staff motivation; it is especially important for operators working on outgoing calls. Moreover, we are not talking about ordinary monetary motivational schemes, bonuses and bonuses. It is important that in addition to them, a reward program (various awards and prizes for various achievements) is developed, which will be interesting to each member of the team.
Different things can motivate the best and average employees, and the main thing is to make sure that your reward program includes both.
11. Visible career ladder
Since the contact centers are mainly young people, they must realize what further development awaits them in your company. A visible, understandable career ladder is an excellent, motivating factor. At each stage, there are new opportunities, new responsibilities and new earnings.
12. Ability to exchange shifts
A tight shift schedule in contact centers can cause serious inconvenience to employees if they have any unforeseen circumstances or family emergencies. Allow them to exchange shifts with colleagues. Of course, this can complicate the planning of the workload, but it is still worth it because employee loyalty is greatly increasing.
13. Listen to your team
There is another simple but very effective way to motivate: listen to your team. You need to know and understand what your operators think and feel. You do not have to agree with what they think, but you must understand why they think so. If you know what is important to them, what problems they care about, what hopes they have, you can motivate them much better and easier.
14. Clear parameters of success
It is very important that all operators clearly understand what goals and indicators they should strive for and to understand whether they have achieved them or not. These can be not only quantitative parameters but quality indicators.
15. Immediate positive feedback.
Positive feedback should follow immediately. If an employee is worthy of praise and encouragement, you need to do this more than once a week or a month - but daily, every shift, literally every minute. The immediate positive reaction of management strongly motivates employees to work with even greater impact.
You can greatly motivate your employees by these small gestures and habits in your company. After all, your employees are your biggest assets.