Call Center Employee Motivatation
There are many highly paid consultants running around with all their fancy theories of how to motivate employees. Once of their first actions however is to remove financial reward from consideration. Of course, these same people NEVER mention that the reason why we NEED to pay upper management so much is to provide incentives and motivation to them to do a good job and stay with the company. They also NEVER mention that they’re being paid several hundreds of dollars per day to “consult” with the business.
Instead, they feed the business management with such drivel as everything EXCEPT money drives employees to stay and be productive. They base these ideas on the twisted ideas on the twisted thought that surveys have proven out that finances are not one of the top causes of attrition or being unsatisfied with a job.
The “real” reasons according to many of these highly paid consultants are things like ,self actualization, self esteem, psychological needs of belonging etc. etc. etc.
What they neglect to discuss is the skewed data received from the surveys. A good surveyor can design questions that can get anyone to agree with Adolph Hitler’s policies. The methodology for a survey can be such to make any inference based on the data inaccurate at best.
Fact is, that IT’S THE MONEY! in many, many cases. People will leave a call center type job for 50 cents or a dollar an hour more because of economic necessity! When pricing go up 5-10% a year and the gracious call center management “awards” a quarter or half dollar per hour raise, it doesn’t take a math wizard to know that the employee is on the short end of a very bad situation.
Understand that I’m not saying that other factors do not play any role in keeping happy and productive workers only that financial considerations are the primary issues that trumps all others, especially at the lower end of the pay ranges. Once a person reaches a certain level of income however, all those “nice to have” perks, like recognition and empowerment become more important. But until the survival-financial issue is handled, it will continue to be the primary focus for many working in call centers.
Whenever someone says it’s not the money….. you can be certain it’s the money!
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