The recent holiday season has been an exciting and profitable time for Philippine call centers, especially because they handle varied clients across the globe. Along with its activities, however, is a type of exhaustion that may affect the performance of your representatives even after the holiday season is over.
The last quarter of the year is the time when call volumes peak, and the overwhelming amounts of tasks, along with the repetitiveness and pressure they bring, are the causes of work burnout.
After Christmastime, you may notice that some of your representatives may show a decline in their work quality and performance. This is a sign that they have lesser motivation to work, and if you ignore it, the negative energy can drag down your call center’s overall work quality—there will be an increase in average talk time, idle time, and abandoned call rate.
What can you do to prevent your call center agents from feeling burnt out? Here are some of the things you can give them as a token for enduring the holidays:
Some of the ways to reward your call center agents include promotions, extra paid rest days, and gift incentives. Perhaps a good way of motivating your staff to accomplishing their responsibilities is to hold a reward system where they can choose the gift they can redeem when they accumulate enough points or when they achieve specific goals.
Take your team to a weekend out of town where you can all have fun, enjoy nature, and strengthen each other’s sense of teamwork. A change of scenery every now and then can also revitalize your employees’ spirit, which, in turn, will help them deliver excellent service to your customers.
Your team’s work environment affects their productivity, so for the new year, why not give your office a makeover? Having a new paintjob, a more comfortable set of chairs, or even rearranging pieces of furniture to unblock the view out the window will freshen up not just the ambiance of the place, but also the mood of the people working there.
Regular training offer a chance for you to help everyone stay focused on the business goals and let them know that you encourage their professional development. However, the training can be more mentally stimulating if you let your employees take part in the process. Ask for their feedback and the issues they face with customers and with fellow colleagues so that they can work out on solutions together.
Do you see the signs of burnout in any of your call center representatives? How do you plan to motivate them ? Try to use the suggested ideas above, but don’t forget to promote positive attitude in every interaction you have with them.