How important is the supervisor to his/her call centers motivation levels?
Hansen: Team supervisors play a critical role in all aspects of an individual’s job performance and satisfaction. Studies show that the relationship between supervisor and agent is the key reason that agents choose to stay with the company. Agent retention is a vital link to the success of the contact center exceeding performance metrics. When there is high agent turnover, the learning curve has a significant impact on ability to meet client key performance indicators. At Convergys, supervisors consider the important part of their job to be coaching agents to improve their performance. A supervisor also serves as a role model for team enthusiasm. In addition to their visible presence within the contact center, supervisors motivate team members and improve performance by monitoring calls and providing feedback. This monitoring ensures that the quest to achieve rewards is kept in balance with quality and customer service. CCM: How do you go about choosing incentives? Should you poll agen
