Those agents who want to feel like they can be accountable for what happens in the work environment fall into the possession mode. Agents who feel possessive about the call center environment see it as a place to make a difference. It’s always a good thing to have employees who feel they “own” their job and their responsibilities – that’s also very hard to find. All centers have a percentage of “possession” agents who treat each decision as if it is directed at them, and will impact them personally. Possession agents often provide feedback when presented the opportunity.
Agents who feel that consistent communication will move them to the head of the class fall into the prominence mode. Not all agents are happy just to do their jobs. They want to impress their superiors, gain upward mobility and new career opportunities. Agents who attempt to create clubs and work late to finish assignments are often agents who thrive on the prominence they receive for doing so. Constant recognition and thank you messages from management drive prominence-oriented agents to continue to provide feedback.
Those agents who provide feedback to their supervisors often do so because of peer pressure. The call center is as full of peer pressure as high school used to be. Some agents communicate to their supervisors because they want to impact their work environment and their peers. Others are encouraged by their peers to request a conference with supervisors to communicate something that impacts the group. Peer Pressure communication is one of the most common reasons agents request meetings with supervisors. They speak not just for themselves, but for the team around them.
Personal Improvement is the primary reason agents seek to contribute feedback. These agents communicate to benefit their own standings. If an agent complains about commission plans, salary structures, data campaigns, talk time percentages, or any other contact center issue, the motivation behind it is likely personal improvement. Agents hope to benefit from what is enacted. They’re looking for more money, a bigger raise. They want to ensure the safety of their position.
Personal (Family) Life
Finally, when the goal is to benefit their own standings, agents look out for their personal (Family) life. Two important parts, the call center or extended work family, and of course, the loved ones at home.
When management acknowledges the Five P’s, they recognize the human side of their agents. Management begins the process of understanding why their agents communicate. They initiate the process of facilitating feedback. By creating a communications culture which encourages feedback, management builds a better call center environment.
About Call Center Today
Want to talk to Dan Coen about boosting your inside sales numbers and re-making your call center? To contact Dan about speaking, workshops, training and consulting: DCoen@CallCenterToday.com or 888-835-5326 x111. Follow us on twitter at www.twitter.com/callcentertoday
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