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Employee Motivation: Leading And Motivating Call Center Teams

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15 to 17 minutes
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High Definition
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Mastery Training Content Network
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Studies show call centers have an annual turnover rate of 30% to 45%. This training course teaches managers three processes to help them retain call center employees: hire the best people for the job; keep employees motivated; and affirm and reward the team.

The first process, hiring the best people, means employers should look for certain qualities in job candidates. Some of these qualities include being organized, friendly, and calm under pressure. Viewers are shown how measurements can be used to motivate employees. Having goals, metrics, and key performance indicators (KPIs) provide tangible objectives for employees to work towards.

This course illustrates how affirming and rewarding employees has a tangible effect on the whole company. For every 10% increase in employee engagement, customer service levels rise by 5% and profits increase by 2%. Positive feedback and incentive programs stimulate employees and offer relief from the demanding nature of call center work.

Complete this training course to learn how to create and maintain a successful call center team.

Video on Demand   This course is in the Video On Demand format, to read about Video On Demand features click here.

  • Install on any SCORM LMS
  • Full-screen video presentation
  • Print certificate and wallet card
  • You have 60 days to complete the course

Everyone who has a leadership role in a call center

The course presents the following topical areas:
  • Introduction
  • Hiring And Post Hiring
  • Measure, Monitor and Motivate
  • Reward And Affirm
  • Summary

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