Contact Centers If Money Isn't the Answer, What Is?

If you think that contact center representatives are only interested in a paycheck, you're dead wrong. In today's competitive job market, leaders do well to understand that compensation is only one of many factors in retaining reps, despite what reps tell you at first blush. Reps shop the contact center job market like customers shop catalogs. They want more than just money.

Find out what non-money motivators affect a rep's performance by asking them. Try this test: Create an informal environment and ask your reps what they want. For instance, pull up a chair beside a rep at the workstation and ask, "What three things annoy you about your job?" Then ask, "What would make your job more satisfying?" When I first tried this approach at Orvis, the entire row of reps chimed in with dozens of thoughts in between calls. Their input was invaluable.

I recently surveyed approximately 50 reps in my call center to come up with this list of the top 10 non-money motivators.

1. Having the necessary tools for the job. Getting the job done properly requires having the essential tools. Reps stressed the importance of a complete and well-organized workspace. Current sample catalogs, policy references and commonly-used telephone numbers are among the basic resource materials they named.

Equipment plays an equally important role. PCs should be state of the art. One rep shared this: "Since my recent PC upgrade, I'm able to keep pace with the customer." Telephones and headsets need to be fully functional. Assign the proactive task of daily equipment checks with your evening supervisor.

Also, provide immediate access to product. If you sell clothing, for instance, rack the new product in the contact center and provide measuring tapes for your reps. A rep confirmed that easy access to merchandise "makes my job less stressful when I'm asked specific questions. My ability to provide the customer with an immediate answer helps me close the sale." The presence of fabric and color swatches, and technical specifications also are useful.