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I used to work for call centre my self, it was a very high pressure and tense environment call centre dealing with financial markets - some of the ways they kept us motivated are as follows:
1. Surprise fun breaks : They used to run20 minutes extra break contest for the whole team based upon number of calls team attended, best call feed back or sometimes it just because your team member is very well dressed.
2. Ground floor completely dedicated to recreational facility including free vanding machine, table tennis, arcade games, PS2, monter size LCD for TV channels and sometimes they run movie day
3. On every floor it has five star hotel style washrooms including shower room with hot and cold water system.
4. Every floor has one "Relax Room" with foot massager, Bed and relaxing chair
In addition ofcourse they offer performance and OTE base bonus in a very friendly environment even though pay was OK but people love to work in there.
High employee turnover is a problem in the call centre BPO industry. It is about30% in most call centers. When one has to do a night shift it is very tiring. Also one has to talk continuously without any break when there is Service level pressure. As a supervisor I should be very careful while giving a negative feedback. Should advice my team members about how to keep healthy under pressure cooker like situations. How to maintain our health though we are doing something against the body clock. How to balance work and office etc. Also show them the ladder. How they can get promoted, inform them about financial incentives and about rewards and recognition.
Ensure they are happy and always motivated. There are various ways to do this... ensure you care for them, reward them everytime they acheive something (target, quality etc.). Allow the performers to advance on their skills, create team bonding, take them out and create healthy and competitive enviroment which will keep them on edge and mostly people will enjoy this.
The point is, CC jobs are not easy it has pressure and the leader should ensure that when they pressure them to achieve companys objective at the same time they should show that the company care for them by equally compensating them.
