What is the Difference Between Highly Engaged Employees and Moderately Engaged Employees?
March 2, 2010 by Gail
Filed under Call Center Supervisor, Employee Motivation
I suspect everyone can define a disengaged employee so we will focus on disengagement (the symptoms and costs) in a separate article. How do you define a highly engaged employee and how is this different from a moderately engaged employee? Is the difference the results you achieve?
Possibly or is it related to the right behaviors and attitudes!Certainly hard work is one contributing factor to high engagement but not the only factor. Let’s take a closer look at the difference.
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Employment Disengagement – The Silent Business Killer
March 2, 2010 by Gail
Filed under Call Center Supervisor, Employee Motivation
While the recession grabs headlines and international competition dominates discussions, there’s something else killing businesses every day. It’s hard to spot, silent and insidious.
It doesn’t show up on balance sheets or on budgets as a line item, but it’s sapping profits and productivity from companies of all types and sizes. It’s the silent business killer. It’s employee disengagement.
Good employees don’t just get the job done. They get the job done right. In fact, the best employees do more than what their job minimally requires. They take care of the little extras. Their insights spur innovations and positive changes. A company is only as good as its employees. It’s always been that way and it isn’t going to change any time soon.
Benefits of an Engaged Employee
March 1, 2010 by Gail
Filed under Employee Coaching and Development, Employee Motivation
Employee engagement is a hot topic in corporate strategy meetings and leadership conferences, but not everyone knows exactly what it means. Employee engagement is when employees are happy in their job, focused on the tasks assigned to them, and ultimately make the right choices to better the company.
Having engaged employees can provide many benefits to your company that will increase the business’ overall success.
Employees who are completely committed to their jobs are the driving force for the success of a business. A high level of engagement among the workers in a company will create a situation where there are solid business decisions being made, and work time is being used for productive tasks that are business related.
Are You Setting Yourself Up For Employee Retention Problems?
March 1, 2010 by Gail
Filed under Call Center Manager, Employee Coaching and Development, Employee Motivation
Are You Setting Yourself Up For Employee Retention Problems?
There are few things more frustrating than high levels of employee turnover. Losing and gaining new employees at a fast rate drains productivity. It damages businesses who lose top performers and the hiring and training processes drain resources.
It also feeds on itself. A tumultuous workplace encourages employees to look for alternatives. Employee retention should be a priority for any company.
Unfortunately, many businesses are setting themselves up for a significant retention problem. They’re unwittingly laying the groundwork for future disaster by approaching current economic challenges incorrectly.
Understanding Individual Behavior: Motivation
July 9, 2009 by Angie
Filed under Call Center Manager, Call Center Supervisor
Description:
This module will help to identify your philosophies on motivation, examine motivational strategies to apply to specific situations, and demonstrate the importance of identifying employee motivators.
Objectives:
By the end of this module, you will be able to:
- Explain the supervisor’s role in helping employees achieve satisfaction of their needs.
- Identify motivational strategies that can be applied in work situations.
- Properly utilize motivational strategies.
Module Contents:
- Definition of Motivation
- Two Dimensions of Motivation
- 5 Characteristics of Motives
- Theory X Theory Y
- What Do People Want from their Jobs?
- Motivator Hygiene Theory
- Hierarchy of Needs Theory
- Discovering Your Needs
- Needs Analysis
- Motivating Workers
- Case Studies
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Sales Games- From Call Center Games
March 11, 2009 by Admin
Filed under Performance Management
Here is a selection from our product “Call Center Games“. This booklet contains over 100 activities to use with your teams to drive sales, motivate performance, and just have some fun as a team. Learn more about the complete product by visiting http://motivators.righttolead.com/.
Description: Prior to the shift the supervisor prepares 10 – 15 3×5” cards which have the same value (i.e., dress- down pass, extra 5 minutes at break, summer dress- down pass, etc.).The cards are kept in a container on the supervisor’s desk. At some time in the shift, the supervisor announces that for every sale in the next 10 minutes, the representatives will select a card from the container on the supervisor’s desk.
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7 Ways to Cut Loose from Old Sales Thinking
March 11, 2009 by Admin
Filed under Performance Management
By: Ari Galper
Sooner or later, we all backslide into old ways of thinking about selling that lead us down the wrong path with potential clients.
A few weeks ago, I had a phone conversation with Julie, who has been struggling with the old-style selling methods that her manager insists are the only way to sell their company’s technology solution.
Regardless of what product or service you’re selling, you should be able to relate to her dilemma.
Outdated sales skills fail to address the core issue of how we think about selling and unless we get to that core and change it once and for all, we’ll go on struggling with the same counterproductive sales behaviors.
And we’ll continue believing that we’re always just one new sales technique away from the breakthrough we’re looking for.
New Thinking = New Results
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Fun in the Workplace…No Way!
March 11, 2009 by Admin
Filed under Performance Management
By Angela Burmeister, Phone Pro Trainer
As a trainer with PHONE PRO, I have been to many call center environments. Some of you might already be one of our many clients! If you are, then you have already been reaping the benefits of fun and humor in a training environment. When learning is fun, it is memorable and therefore, easily retained. The end result…..agents that have actually learned something beneficial, remember it and use it in their everyday work.
So, how important is fun, laughter and humor in the workplace? Research has found that fun in the workplace can build teamwork, increase productivity, improve voice tone, enhance training, promote creativity, and fight boredom. So, what are you waiting for? Let’s have some fun!
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Foolproof Customer Service Strategies
March 9, 2009 by Admin
Filed under Call Center Manager
By: David Leonhardt
Ever notice how customer service varies from store to store? You walk into some stores, and before you can say “Buzz off!” a salesperson asks “May I help you?”
“No thanks.”
“May I help you?” asks another.
“No thanks.”
“May I help you?” asks a third.
When the store runs out of salespeople, you get to see the merchandise. This is called “in your face customer service”
Other stores take the opposite approach. When you can’t find the right size adapter for your new portable electronic zapper gizmo thingy, you look for help in aisle three. Nobody there. Aisle four? Still nobody. Aisle five? Nope. Aisle six? Seven? Fifty-six?
This is called “run for cover customer service”.
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Asking for the Sale!
March 9, 2009 by Admin
Filed under Call Center Manager
By Mike Dandridge
DID I ASK YOU?
The world belongs to the askers. – Brian Tracy
“I’M going to read aloud the names on your customer account list and then I’m going to ask you some questions about each one. I’ll probably be stepping on your toes a little bit. Are you ready?”
“Sure,” I said. I was in the office of my manager, Bill Smith. He’d hired me from a competitor, given me an outside sales position and expected immediate results. I’d been with the company three months without much to show for it and Bill was getting a little impatient for me to perform. Hence, the heart-to-heart talk we were having to shed some light on my lackluster performance.
