Being a leader in any capacity is an important undertaking. It’s a position that, when fulfilled correctly, can inspire and motivate a team to produce high-quality work and form a bond that makes coming into work a joy. For call center managers specifically, it’s vital that they determine effective motivation methods for their team – otherwise it could quickly turn into a dreary work environment where minimum requirements are met rather than going above and beyond the call of duty.

As a leader in a call center setting, you need to figure out how to lead your team so they not only meet their quotas, but they are satisfied and proud of their own work.

Build a strong foundation
Like any prosperous business, a call center should have a strong base upon which relationships can grow. Showing your employees that you are invested in them as successful people, not just as small cogs in the greater wheel of commerce, will make them feel like valued members of a greater organization. According to a blog post for ICMI, forming a strong bond between supervisor and team member will not only keep employees accountable for their own performances, but it also encourages them to better themselves for the sake of team morale.

Leaders who consider themselves a part of the group they lead, rather than an entity outside of it, are also more likely to inspire better performances from their employees, reported SmartBlog contributor, Karin Hurt. When a person in a leadership position isn’t afraid to work alongside his or her team, then the employees understand that this person is here to make a difference rather than boss people around with a fancy title attached to his or her name.

“Inspire your team to pick up your practices.”

Be your own best employee
One of the best ways to inspire a better performance from your employees is to follow your own example. Showing your team that you practice what you preach demonstrates that you believe in the methodology of what you’re saying, and they in turn will respect you because people appreciate a person who sticks to his or her word. Regardless of the industry, modeling behavior is an effective way to enforce good habits, noted consultant David Filwood for LinkedIn.

Leading by example shows your employees that you are willing to do what you say, and it will inspire them to follow your lead and pick up your practices.

Give credit where credit is due
In a call center setting, it’s easy to view the team as a single entity, rather than a group made up of individual people. Filwood commented that complimenting one person rather than the assemblage as a whole drives people to better their performances.

When your organization meets a certain goal, call out key contributors instead of giving a blanket compliment to everyone. This is will inspire your team members to do stand-out work in the hopes of getting public acknowledgement for their accomplishments. Even though the job isn’t about getting accolades, morale is often much higher when there is a personal goal that someone can aim to achieve.

Replay call recording together with Tapit NOVA call accounting outfits managers with the tools they need to better lead the call center.

Training & Development

Utilize voice records for employee training and development with Replay call recording. Together with Tapit NOVA, our easy to use dashboard allows management to leave notes on calls illustrating call center best practices.

Intelligent Reporting

Use Tapit NOVA call accounting to run reports on call center telephone activity. Use reports to create Key Performance Indicators (KPIs) to establish a baseline for measuring employee productivity, identify the best or worst performers, forecast for peak business hours and more!

Hit the Target

When it comes to validating compliance activity, dispute resolution, quality assurance or delivering exceptional customer service, Replay call recording protects your company’s efforts to uphold it’s standards. Never miss a conversation.