Motivating Your Call Centre Staff

motivation call center staff

Call centres are mostly target driven environments, which may lead to stress among call centre staff. How can you keep your customer care professionals motivated enough to meet your service excellence targets and financial business goals? We have an answer. Our call centre full qualification and short courses are designed to create willingness amongst your employees to perform in the best of their abilities.

Since motivation is a behavioural factor, SAIL’s programmes are based on behavioural approach to workplace motivation is known as Organisational Behavioural Modification. This approach applies the tenets of behaviourism developed to promote employee behaviours that an employer deems beneficial and discourage those that are not.

Any stimulus that increases the likelihood of a behaviour increasing is a reinforce. An effective use of positive reinforcement would be frequent praise while an employee is learning a new task. An employee’s behaviour can also be shaped during the learning process if approximations of the ideal behaviour are praised or rewarded. The frequency of reinforcement is an important consideration. While frequent praise during the learning process can be beneficial, it can be hard to sustain indefinitely.

Motivation is the word derived from the word ’motive’ which means needs, desires, wants or drives within the individuals. It is the process of stimulating people to actions to accomplish the goals. In the work goal context, the psychological factors stimulating the people’s behaviour can be:

  • Desire for money
  • Success
  • Recognition
  • Job-satisfaction
  • Team work

One of the most important functions of management is to create willingness amongst the employees to perform in the best of their abilities. Therefore the role of a leader is to arouse interest in performance of employees in their jobs. The process of motivation consists of three stages:

  • A felt need or drive
  • A stimulus in which needs have to be aroused
  • When needs are satisfied, the satisfaction or accomplishment of goals.

Outcomes of our call centre training programmes:

  • To increase productivity,
  • To drive or arouse a stimulus work,
  • To enhance commitment in work performance,
  • To psychologically satisfy a person which leads to job satisfaction,
  • To shape the behaviour or outlook of subordinate towards work,
  • To inculcate zeal and enthusiasm towards work,
  • To get the maximum of their capabilities so that they are exploited and utilised maximally.

This is an accredited programme which is aligned to a unit standard. This program can be offered as a non-credit bearing workshop. To enrol in SAIL’s courses, give us a call on +27 (011) 028 0270 or email for more information.


Leave a Reply

Your email address will not be published. Required fields are marked *