February 18th, 2020

Boost Call Center Agent Performance: How to Motivate Your Team for Better Results

Motivating call center staff isn’t always an easy task - especially when sales figures fall. Get tips on how to motivate your agents to perform better.
CSO @Adversus

Motivating your call center agents isn’t always an easy task. Sometimes it takes quite a chunk of effort to keep the motivation high – especially after a whole day of “no’s”.

Ensuring your employees are motivated is crucial for a thriving sales team. Satisfied and content employees have been shown to be more productive, making it essential to focus on their well-being.

Beyond addressing their basic needs and working conditions, offering the right tools and training can lead to even more efficient and happier employees, better equipped to excel in their roles.

1. Train, Educate, and Give Instant Feedback

In general, training and education create more self-confident employees; it helps retain them and strengthen the work´s quality.

Teach Your Agents How to Manage Objections

Even experienced call center professionals can struggle to convince clients to say yes over the phone. It's undoubtedly a challenging task.

Many people are predisposed to decline calls from call center agents without giving them a chance to speak. Overcoming this hurdle requires teaching employees how to manage objections skillfully – not just mentally, but tactically as well.

By equipping your team with the right techniques, they can navigate objections effectively and turn a potential "no" into a resounding "yes." Training them in objection handling will not only lead to better-prepared employees but also result in a higher conversion rate at the end of the day.

Accept and Tackle When “No” Means “No”

Dealing with numerous "no's" can take a toll on the mental well-being of call center employees. It's common for them to feel drained and demotivated after facing multiple rejections throughout the day.

As a manager, it's crucial to ensure your team understands that encountering rejections is a natural part of the job and not a reflection of their personal abilities.

Openly discussing "no's," failures, and mistakes creates a supportive environment where agents can share their experiences and learn from each other's challenges. By fostering this culture of learning, you can help your employees build resilience and grow professionally, even in the face of setbacks.

Monitor and Guide Along the Way

The most effective way to teach new skills is through hands-on experience. With modern dialer software solutions, you can listen live to phoner interactions with leads, enabling you to provide immediate feedback on their performance.

Some software solutions even allow you to monitor all employees' performance at once, offering an invaluable tool to identify potential challenges in maintaining conversations, specific struggles, or difficulties in closing sales.

Consider leveraging speech recognition to analyze sales conversations for enhanced quality assurance and employee coaching. This technology allows you to swiftly review all interactions, identifying both positive and negative trends.

Gaining unique insights into your agents' daily interactions, you can take concrete actions and implement techniques to enhance their sales performance moving forward.

You create a supportive environment for your agents to thrive and continually improve by reacting promptly and providing timely feedback.

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Be Visible as a Call Center Manager

As a manager, your enthusiasm and motivation play a crucial role in inspiring your team. From day one of induction, set a positive and cheerful tone to keep the agents motivated.

When finding solutions and implementing changes, involving your agents is vital. Merely announcing solutions without proper explanations can be demotivating. Instead, encourage their active participation in problem-solving and decision-making.

Consider arranging a daily huddle with your agents, dedicating 10-15 minutes to explain the day's assignments, challenges, and priorities. Additionally, ask the team for their input, and encourage them to share their experiences and insights.

By involving your team in identifying and resolving issues, you foster a sense of ownership, making them feel more connected to their work and motivated to succeed.

2. Provide Your Agents With All Necessary Information

Dealing with potential customers who have unanswered questions can be frustrating for your agents. Especially when they are juggling multiple campaigns simultaneously, it's easy to get confused and switch between assignments.

Keep in mind that your agents are the face and voice of your company. Therefore, it is crucial to maintain unified, consistent, and accurate communication across all interactions. This not only enhances the customer experience but also reinforces your company's brand image.

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Use Scripts and Keep Your Agents Up To Date

Provide your agents with manageable and easily accessible scripts that give them all the necessary information to make a successful call.

Accessing the right information at your fingertips minimizes errors, prevents misleading prospects, and leads to happier customers, resulting in increased satisfaction among your agents.

We have gathered some tips on how to write the ultimate call center script, where you might find some inspiration.

Furthermore, having immediate access to information eliminates awkward situations where agents struggle to find the right phrases.

To prevent misinformation, ensure that any information related to a campaign is promptly updated.

Teach Your Agents How to Be Compliant

It might seem needless to keep everybody updated with rules and legislation on telemarketing and data security, but it's necessary! Not only to ensure that your business is compliant but also to assure not to put your agents in a situation where they can become partly responsible for breaking the law.

You bring comfort and security to their work by teaching your agents the right procedures about legal issues, such as data processing and handling, and how to tackle data security breach.

3. Manage Your Leads Wisely

Calling on the same campaign day in and day out not only sounds boring... IT IS BORING in the long run.

Making calls on the same campaign day in and day out simply becomes monotonous and dull. This feeling is amplified when working with leads that have been contacted multiple times before and may be difficult to reach or unresponsive due to call fatigue.

Distribute Your Leads Evenly

A common mistake is to upload a large number of leads and release them all at once. While this may lead to short-term success, it can negatively impact your agents' motivation in the long run.

To add variation to the work and maintain a steady flow, it's essential to manage your leads more strategically.

Avoid releasing all your fresh leads simultaneously. Instead, distribute them more evenly and mix your campaigns to create a smoother workflow. This approach will help keep your agents motivated and maintain consistent performance.

Boost Your Agents

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To provide variety and motivation to your agents, divide your leads into multiple campaigns.

By mixing reused and fresh leads throughout the workday, your agents will experience a more dynamic and engaging workflow. Consider starting the day with redials and ending it with fresh leads to introduce diversity into their tasks.

Additionally, you can boost efficiency and motivation by temporarily assigning high-quality leads to agents who may be feeling unmotivated. This targeted approach can help reignite their enthusiasm and productivity, leading to better overall performance.

4. Let Your Agents Do What They're Best At

It’s common sense that succeeding rather than failing is more satisfying. Some agents are better at making cold canvas sales than others – and some agents are experts in closing deals.

By building efficient workflows, you can help your agents create better results by assigning the right tasks to the right agents.

The ultimate way to build and control workflows is to automate as many processes as possible.

5. Use Software That Matches Your Needs

Choose a software solution that not only meets your basic needs but also is intuitive and manageable to use – and, most importantly, doesn’t break down!

Avoid System Breakdowns

A system breakdown sounds like a nice occasion to grab a cup of coffee.

But several breakdowns during a workday lead to frustration and inefficiency because you’ll get interrupted in the flow. Make sure to choose software with little downtime and minimum maintenance.

Make a User-Friendly Choice

Most people will agree that complicated and hard-to-use software solutions can be very time demanding. The more intuitive your system is, the better.

Simplifying and streamlining your software solutions is crucial to save time and improve productivity. Opting for an intuitive and user-friendly system not only saves time but also reduces the risk of errors.

Choosing manageable and easy-to-use software allows you to automate repetitive tasks, providing your agents with a powerful tool. With automation in place, they can focus on their sales efforts instead of getting bogged down in form-filling and manual data updates. This way, your agents can fully dedicate themselves to serving customers and driving sales

Customize Software Settings

Enabling extensive customization in user settings simplifies the process of filtering out unnecessary features and information that could distract or overwhelm your agents.

Highly customizable user settings, tailored to the specific needs of each agent, are highly recommended. While it may seem like a minor detail, it can significantly boost motivation as agents can monitor and track their progress based on personalized key performance indicators (KPIs). This level of personalization empowers agents to stay focused and engaged in their tasks.

6. Celebrate Success!

Be realistic about your goals, make them visible, and, of course, remember to celebrate when you reach them.

Notice that you can set up many other goals than just the number of closed deals. It’s just a matter of finding the value in the small achievements and progresses you make on your way to closing the deal.

Consider measuring conversion rates, the number of calls made, or the number of interested leads you have managed to contact. These can be just as important measures for your success.

Visualize Your Goals

Set realistic and visible goals, and don't forget to celebrate when you achieve them!

Remember, your goals don't have to be limited to the number of closed deals. Acknowledge the value of small achievements and progress made along the path to closing deals.

Measure various aspects like conversion rates, the volume of calls made, or the number of engaged leads successfully contacted. These metrics can be equally crucial in determining your overall success. 

Manage Your KPIs Using the Right Tools

Ensure you possess the appropriate tools to establish and track KPIs consistently. This allows you to continuously fine-tune goals to be realistic and achievable.

While some call centers utilize gamification to enhance performance through friendly competition among agents, exercise caution. Make sure the competition doesn't lead agents to rush through calls, compromising the quality and consistency of their communication with customers.

Work smart, not just hard, and you will achieve spotless call center motivation.

Get more good tips on how to keep motivation high.

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