Maintaining motivation
Featured in the Call Centres: Maximising Performance training manual
By Tony Lockwood
Category: Sales Skills
Credit price: 3 download credits (Single user)
In the call centre industry we are all striving to achieve the same goal – meeting the needs of our customers effectively. Satisfying the customer requires highly motivated, eager and efficient call centre agents. Happy staff equals happy customers! Easy to say, but how easy is this to achieve in reality? The work is repetitive, high volume, pressurised, and generally lacks variety. Notably, it lacks personal contact with the customer, and agents struggle with the challenge of having to keep their voices enthusiastic every minute of the day! This training activity will help to define what motivation is and how to build motivation into each member of the call centre.
The training activity starts with a group exercise whose objective is to identify the key characteristics of a motivated and de-motivated person. Next, an individual exercise encourages the participants to think about what ‘motivation’ actually is. We know it’s a general requirement, and we all want more of it – but what is it? The participants then complete a questionnaire on what actually motivates them, followed by a group discussion to plan a presentation to the rest of the participants, taking different people’s views into account. They move on to discuss who it is that motivates them and to identify the attributes of people who are good motivators. ‘Maintaining motivation’ is the next step. A group exercise requires the participants to develop their own ideas for maintaining motivation within the organisation and for what can be done as a team to improve motivation overall. After a brief look at theories of motivation, the training activity concludes with a study of positive motivators and how to motivate others.
Who is it for: This training activity is intended for use by trainers to provide participants with a structured approach to building and maintaining motivation within participants’ call centre teams.
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 8 |
| Typical Duration: | 02:25:00 |
| No of Pages: | 18 |
Resources: View standard resources for Fenman training activities
Purpose: This training activity is intended for use by trainers primarily with more experienced members of call centre staff. It enables them to review their present performance and identify ways to improve.
Download the training activity, Maintaining motivation as featured in the Fenman training manual; Call Centres: Maximising Performance