Keep ’Em On Their Toes

Giving steady performers a say in matters that affect their work and their days shows respect. It also keeps them engaged in the life of the department so the reps can adapt to new developments instead of being shocked by them.

3. Change up their activities. Offer your reps enough variety to stay alert. Most experienced reps can participate in such activities as record keeping, training, analysis and call monitoring to some extent. Consider setting aside a few day partseach week for alternative activities. Not only will the change of pace revive long-timers when they’re flagging, it may also give them added context about how all the call-center functions work in concert.

4. Know their history. Don’t treat them as an undifferentiated labor group. Keep track of which aspects of the job they have and haven’t learned, the areas in which they’re confident, and those in which they’re uncomfortable.

Team experienced reps with each other or with newbies in ways that draw out their best characteristics. This way, you can get their best so you can acknowledge and praise them for their contributions to the company.

5. Welcome them as individuals. Respectfully greet them at the beginning of their shifts, and say good-bye at day’s end. Remember enough about their family lives (without getting too personally involved) to inquire about ailing pets, visiting relatives, academic and extracurricular activities, among others.

Keep track of their preferences for snacks, seating and even TV shows. Demonstrate that you think of them as humans with real and valuable lives, not just as workers.

6. Acknowledge their contributions. Thank reps for their good work, effort, reliability, ideas and participation in the life of the department. Use a mix of public and private praise according to their preferences and the way you want others to recognize their accomplishments.