Assignment

1. Choose any organization that you are familiar with and where the workers are no
longer enthusiastic to give in their best to the organization. Outline and discuss the
possible factors that have contributed to this lack of enthusiasm and critically evaluate
how best the workers can be motivated to give in their best to the organization.

Introduction

Established in 1929, Edgars Consolidated Stores Limited (Edson) has grown into the leading
retailer of specialty clothing, footwear, household textiles and fashion accessories in southern
Africa. It now boasts four retail chains comprising some 580 outlets-under such familiar names
as Edgars, Sales House, Jet, Cuthbert’s, ABC, Smiley`s, Supermart, CNA and the Manufacturing
Division-located throughout South Africa and neighboring territories.

Being the big retail chain that it is Edson offer a huge majority of their sales on credit, this then
leads to the huge need to ensure that all credit purchases are recovered and converted into money
and therefore profit. For this purpose, a call center was established to ensure maximum collection
of from their Debtor

Source: https://www.referenceforbusiness.com viewed 27 April 2021

The group has a number of store on this Case Study we will be focusing on a collection Call
Center Edger’s have been familiar with the employees of the Call Center for that store. The staff
was no longer enthusiastic when it comes to completing their day to day duties in their work
space, a confidential survey was conducted with the staff and this were the factors listed as
contributing to this lack of enthusiasm.
1. Role conflict

Role conflict is defined as the simultaneous occurrence of two or more types of pressures such
that compliance with one would make the compliance with the other more difficult.

The conflicting demands between pressure to improve operational efficiency (response time,
waiting time, productivity and service level), maximize customer satisfaction and achieving
excellent information gathering all create stress within most call center environment. This creates
pressure more even when you are trying by all means to take your time a pursued a customer to
settle an outstanding debt, but at the same time you are chasing response time and productivity.

2. Inconsistencies between performance expectations and evaluations

Stress can result from inconsistencies between job performance expectations and performance
evaluation criteria. Agents who are asked to increase customer satisfaction but are being
evaluated based only on KPIs such as service level will feel torn between meeting expectations
and improving how they will be evaluated.

The staff members indicated that when it comes to performance evaluations only the numbers are
considered as an indication of a job well done, the time and effort taken into converting a debtor
into a payed up customers is never considered, the efficiency and communication skills of Staff
members are not considered. This puts strain of the staff members and meeting expectations.

3. Lack of appropriate resources

Call center agents who are provided little training, feel that training was ineffective or have
inadequate equipment experience more stress than those who feel more prepared to execute their
job perfectly. This is likely because they feel their performance would be better and customers
would be more satisfied if they had appropriate resources.
The Staff in our call centers often raise the fact that training is only offered when they begin
work at the Call center and only for a limited time. The biggest challenges arise when systems
are often upgraded and new products introduced but no training is offered to accompany the new
developments within organization.

This leaves the staff members very frustrated as they then have to do on the job self-training,
while still keeping up the good productive standards.

4. Excessive monitoring

When call monitoring practices are too frequent, too intrusive or feedback resulting from call
monitoring is too harsh agents experience more stress [1]. Some call center agents have reported
that intensive control measures and rigid surveillance systems are oppressive and emotionally
demanding. Additional research has suggested that high levels of monitoring and low levels of
job control can be positively correlated with anxiety, depression, diminished job satisfaction and
turnover rates.

The Staff members indicated that although Management may be seeing constant monitoring as a
way of ensuring better results, it in most cases has the opposite results as the work environment
becomes very rigid, resulting in them hating their work environment. They however have to keep
working this then causes Depression in most cases and anxiety.

Depression and anxiety also leads to poor physical health, were they as staff members will be
having to call in sick and try to recover while being away from work.
5. Overwhelming job demands (aka overload)

Working in a fast-paced environment with ambitious answer rate goals can put a lot of pressure
on a call center agent. When the demands placed on the agent exceed their capacity, this creates
stress for the agent.

Although our call center has a basic salary, the emphasis is put on commission based sales and
debt recoveries’ the staff members have indicated that this places a huge amount of pressure on
them, but also results in huge stress when the commission is not achieved. The staff will
therefore keep pushing harder to exceed the work demands and also keep financial stable as the
basic salary is a very minimum wage.

7. Lack of social support

Lack of social support from both supervisors and co-workers has an effect on burnout. Agents
who perceive little social support within the workplace are more likely to experience stress.

The staff members indicated that is no form of support within their work environment.

The below was indicated as the type of social support that would make a difference in our call
center environment:

-instrumental or practical support (e. g., practical help and assistance)

-emotional support (e. g. comfort, sympathy, encouragement)

-informational support (e. g. providing information which may help the respondent in
problem solving, giving someone advice).

8. Lack of control
Call center agents who are bound by strict rules to follow a script, tight performance measures,
regimented break schedules and ambitious individual targets will feel more confined and less
capable to adequately perform their job. This lack of perceived control increases stress in call
center agents.

The staff members indicated that call are often listened to, this is not only to evaluate the quality
of the call, but also to ensure that they comply to strict scripts. This at most times limits the staff
member who is trying to reach out to the client and convince the client to settle their debt. The
staff members would appreciate a little bit of liberty on the script, while still keeping
professional in communicating with their customers.

9. Monotonous work tasks

A task is monotonous when its stimulants don't change or the changes are predictable or there is
a high level of repetition. Suburban highways where road environment changes are limited and
there is a small volume of traffic match this definition.

In an attempt to ensure a higher degree of consistency in service level and reduce costs, call
centers have shifted to oversimplify tasks, encourage the adherence to strict scripts and
standardize processes for their agents. These shifts reduce the amount of mental stimulation,
creativity, autonomy and decision-making discretion that the agents are able to exercise. The
result is a work environment that can be highly monotonous and unchallenging. This leads to the
staff being frustration, disengagement, low sense of self-efficacy and stress.

10. Lack of appropriate awards

The feel they are not sufficiently rewarded for their work experience more stress than those who
feel that they are. Insufficient financial rewards (incentives), lack of social rewards
(acknowledgement) or lack of intrinsic rewards (lacking pride in doing something important and
doing it well) can all contribute to the experience of stress.
11. Feeling undervalued

Call center employees often feel undervalued in their role within the company. They feel their
contribution to the company is not acknowledged or appreciated and that their work has no
impact on the company. This can lead to frustration and stress.

The staff members indicated that not enough appreciation in organizations is given the call
centers, they are seen as the less important part of the organization this leads to no job pride on
their side.

12. Lack of status associated with position

Call center agents often state that society fails to appreciate or recognize the interpersonal,
communication and relational skills required for their work. These perceptions demoralize call
center agents and diminish their attachment to their job.

The staff members surveyed stated they sought employment as a call center agent due to
financial hardship, lack of available alternatives and lack of skills or qualification for other lines
of work. As a result, there was little personal identification with call center work or attachment to
the call center industry. This lack of pride associated with their position can lead to an
experience of stress while on the job.

13. Inflexible or difficult working hours

The shifting trend to provide 24/7 phone support to customers has resulted in more rigid or
difficult (e.g. graveyard shift) shift hours for call center employees. Call center agents are asked
to work extended hours and are increasingly bound by inflexible shifts systems [6]. These
conditions are conducive to stress and burnout.

2.To evaluate how best the workers can be motivated to give in their best to the
organization we must look at the concept of Job Satisfaction:
Job satisfaction:

The factor of job satisfaction is quite far reaching and can be of more concern to the business
owners. From this view point one of the literatures has presented the view of satisfaction and job
dissatisfaction in Australian long term care. Findings of the paper revealed that in spite of
different role prospects, satisfaction and dissatisfaction have been reflected at work place. The
qualitative study described that jobs are said to have a range of constituents.

Therefore, employees may find satisfaction with one side while simultaneously they may find
objectionable other side. Besides, staying over time at the same work place crafts both
satisfaction and job satisfaction (Moyle al, 2003). In case of Wendy, not being satisfied with her
role became the main factor for Tanya and her poor relationship and created that problem.

The following is how we can best motivate our workers in Edger’s Call Center
Environment (Collections in particular)
1. Happy Workforce = Happy Customers

Provide a great environment to work in and look after your staff the way you expect them to look
after your customers.

Why should they be nice to customers if they are getting a raw deal at work themselves?

Keep employees happy by providing what they need in terms of training (soft skills as well as
technical knowledge) and genuine support with positive messages where appropriate and
constructive feedback where development is needed. This will motivate the team to work better.

2. Senior Manager Feedback

feedback-thumbs-up

You don’t need to spend a lot of money to make your staff feel motivated and valued. Quite
often a telephone call from a senior manager congratulating a team member on a ‘good week’ is
equally as effective as an offer of a training course or gift voucher.

You can’t be seen to be withdrawing from investing in your people. Of course, you may have to
make decisions to protect the profitability of your business that may not be popular, so the
messages you communicate are extremely important.

We must continue to celebrate success, coach people on specific challenges and address any
difficult issues they may face.

In our call center the staff members were feeling unappreciated in the whole organization, they
felt like they did not add value, so regular feedback and re assurance of their importance in the
organization by Senior managers can have significance in boosting the employees moral,
enthusiasm and overall job satisfaction.

Recognition of a role in an organization is extremely essential, The Call center staff indicated
that once in a while have a senior manager openly acknowledge good work by a Junior
colleague. Pushes the employees striving to get that recognition.
The below Diagram cover how and on which elements senior managers can give feedback.

3. A Positive Attitude

It is vital that team managers realign their expectations and take into consideration the economic
climate when setting targets and objectives,it is definitely tougher to convert leads into sales and
there are fewer opportunities.

That said, team leaders must encourage their staff to raise their game and sell themselves out of
the credit crunch.

A positive team leader encourages overall positivityin their staff members,a Team leader who
knows their satff members well enough to identify if they are not themselves and may be going
through something show great management skills.

4. The Right Tools and Skills for the Job

Regardless of whether you are operating during a credit crunch or not – staff motivation is
influenced by the following factors:

 Having the right person in the job who is capable of doing it

  Equipping them to do the job by giving them the right tools and support

 Setting realistic targets that they believe can be achieved

Each of these three points are vital in making advisors feels supported. This is key because, if
this support isn’t there, that can very quickly become a demotivator for not wanting to get on
with the job at hand.

The staff indicated that right skills through training is very essential ,with every new product and
techniqh and system upgrade in a call center training allows for the full equipment of skills to
them and confidence to perform their tasks to the best of their abilities,therefore this was
indicated as esential to the over all job satisfaction of the staff.

5. Don’t Be Tempted to Carry Anyone Who Is Not up to the Job

Concentrate on how to motivate your best staff and don’t be tempted to carry anyone who is not
up to the job – this can be highly demotivating for the rest of the team.

Leadership skills are ever more important during difficult times and you must lead from the front
and inspire the team. Make sure you have the right leaders to motivate staff, It is essential also
that in the quest to only have the best on your team you ensure that you identify shortfalls in the
non performacer an on how to improve their quality of work .

In this manner you can still motivate your best staff and don’t be tempted to carry anyone who is
not up to the job – this can be highly demotivating for the rest of the team.

6. Keep Things Fresh

As obvious as it may sound, the key to motivating your staff is to keep things fresh.

Any job, however much you enjoy it, can become monotonous. This is even more true for the
call centre environment.
refreshing the Call centers old incentives, awards and motivational games to keep the contact
centre lively is highly recommended by the staff.

7. Rewarding With ‘Quick Fix’ Prizes and Experiences

Monthly bonuses and incentive schemes are always useful, but what will keep staff motivated
throughout the month is the small ‘quick fix’ stuff, the here and now, if you like. The little prizes
they can take away with them as soon as they win them (or hit target).

Whilst this works well to provide quick boosts to motivation, for your bigger prizes it could be a
good idea to reward with experiences.

AO do this so that winning advisors create positive memories that can be associated with the
workplace, thus adding passion to the job.

An example of this was rewarding a winning advisor with tickets to a soccer match ,and as a
soccer fan ,this was highly appreciated.

8.Use Training to Keep People up to Date and Focused on the Job

Regular, effective and relevant training is massively important and a great motivator. If you want
staff to perform properly and consistently then you have to give them the tools to do so.

Training is always good; it keeps people up to date and focused on the job at hand, their skills at
the forefront and shows them that management are obviously concerned with how well they do
their job.

If advisors are given good-quality training, which covers the topics and issues they are faced
with, then they will respond and, to a certain extent, motivate themselves to stick with what they
learn.

The staff in the Surveys could not stress enough the importance of training as it gives confidence
in knowing your product, your sales technique and you have liberty to excel and recover all debts
for the company
9. Offer a Nice Clean Working Environment

You need to make sure that the environment that staff are working in is conducive to good
performance. Everyone likes to work somewhere nice, with clean carpets, working computers
and phones, a couple of nice plants, etc.

Consider this: which team do you think would give the best performance, the one who works in a
scruffy office, where the equipment only works half of the time and the managers never offer
any support, or the team that works in a clean, friendly office, where everything works properly
and managers spend their day patting them on the back?

I appreciate that I’ve given an extreme example, but the fact remains that if your call center is
clean and welcoming then your team will want to be there and motivation will be much easier to
come by.

Not only will this improve staff motivation, but it will improve mental health in the call center.

10. Publicise Career Progression Opportunities

As the average age of advisors in contact centres is low, providing employees with a visible
route of progression from their current position can be a great source of motivation.

Promoting these future opportunities where advisors can earn more money, hold a position of
leadership and acquire new responsibilities, helps advisors to maintain enthusiasm in their
current role.
The must always be an internal portal were by they by publicizing job openings that advisors
may have the right skill set for throughout the company. The company do this by sending staff
members job adverts via email, as illustrated below.

The staff members indicated that were shortfall in education or work experience is identified,
this must be communicated to the staff members showing interest to ensure that they improve
themselves in the right field and fully qualify to grow within the organization.

11. Listen to Your Team

We have found that the simple yet very effective “secret” to motivating a call Centre team
effectively comes through how one views motivation.

We run with the premise that it is impossible to impose motivation upon people, you need to
create an environment within which they can (and will) motivate themselves. This could be as
simple as helping agents deal with stress.

This environment comes through really listening to your team and understanding the call centre
from their perspective. You do not need to agree with everything they are thinking, but you do
need to understand why they feel this way. Understand what problems/worries they are
encountering, what opportunities they see, what is important to them.

12. What Does Success Look Like?

One area (often overlooked) is providing absolute clarity in “what success looks like”. All
employees must be able to understand their goals and determine whether or not they are
achieving them.

A good way to do this is to set advisors performance-based goals during quality monitoring
sessions which change every week/month. These goals could be to boost certain metric results
or quality scores, use empathy statements and so on.

When you clearly know where you need to go, it becomes easier to find your way.
13. Positive Immediate Consequences

Rewards that come at the end of the period are too late to produce ongoing change and a “well
done” at the end of the week can only have a short-term impact.

Sustained change in behavior comes when agents are told right through their shift, every minute
of the day. Let advisors know precisely how they are performing and being rewarded for that
performance. Some great ways to motivate staff can be as simple as making your agents smile.

When they see the positive and immediate consequences of what they do, they do it better, faster,
more often.

14. A Team Huddle at the Start of the Shift

A bit of fun can go a long way towards motivating staff and helps to energize the contact centre.

At the start of shifts, a quick ‘huddle’, not only to pass on bits of key information, but also to
share a topical joke or ‘vote’ on a true/false, can really wake people up! This is far more
effective than email bulletins that are rarely read! Follow FatFace’s lead, who huddle every
morning and strike a power pose.

Forming a huddle also helps to transmit a sense of community and team spirit, as advisors realise
that they each share a common goal in optimizing the performance of the contact centre.

15. Be Careful When Promoting People into Management Roles

One of the most common mistakes, and one I have never understood, is moving consistent, well-
performing call centre staff into management roles and away from the frontline of customer
service.

Often when these top performers are promoted to managing others, they are replaced by less
talented individuals. But many good call centre staff are willfully independent workers so can
find management roles stressful and demotivating. Ultimately, the result is the business loses out
on two fronts.

The needs to be a well balance in promoting and understanding were the promoted employee
greatly functions. Promote them while still not moving them from situations that allow them to
flourish.

16. Get the Systems Right

The best way to motivate contact centre staff is to ask for their direct input. A key area for
consultation is the re-evaluation of the area where advisors spend all of their time: the desktop.

Advisors frequently cite dissatisfaction with systems as being a major source of low morale.

So, it’s important to have smooth-running systems that minimize advisor frustration and sustain
enthusiasm.

17. Use Motivational Games

Whilst many of the tips this article “dangle a carrot” in the hope of spurring advisors on,
motivational games can also help to break up the repetitive routine of the advisor role.

These games help to revitalize an advisor’s day, offer healthy competition between staff and,
especially if paired with an attractive incentive, can spur on advisors to boost performance.

Contact Center Contests to Encourage Productivity

-The Wheel of Wow

This Wheel of Fortune-style game rewards agents for quality reviews and encourages staff to
nominate their peers for an opportunity to spin the wheel to win daily prizes like free lunch on
the company, leaving work an hour early or smaller prizes. We like this game because it
recognizes a member of the team each day, which can do a lot for reenergizing the team and
boosting morale.

-The 100% Club Raffle

To keep agent performance at an optimal level, this contest offers vouchers for scores of 100%
on quality assessments that can be turned in for raffle tickets. This contest provides a great
incentive for high performance, as an agent earns more vouchers and tickets they increase their
chances of winning prizes from the raffle.

-Contact Center Bingo

In this spin on a classic game, each contact center employee receives a bingo card, and as agents
make calls they get to mark off spaces on the card for things like, “obtained a lead,” “spoke with
five people with a last name beginning with the letter ‘S’,” and so on. We like this game because
it keeps teams on track towards achieving their daily goals while simultaneously rewarding them
with small prizes along the way.

-Social and Team-building Contests

Survivor Island – Like the popular TV show, Survivor, this contest splits agents into two teams
and pits them against one another in friendly rivalry. The game starts each morning with the
names of each team written in a big circle on a whiteboard. Each time an agent gets a lead, they
can erase a name from the other team off the board. The game continues on as long as it takes –
possibly several days – until the last ‘survivor’ of one of the teams remains. Games like this are
social and fun, helping agents to band together to help one another achieve their goals for group
success.

18. Rewards to Share with the Family

Motivation and reward schemes need to have a high satisfaction level and appeal.

We are finding more and more that staff want rewards that they can share with their family and
that give them a sense of well-being.

After all, if you are considered to be looking after the family of your employees, and not just the
advisor, staff will feel greater security and you may earn greater levels of respect.

Examples of Rewards to share with Family

-Family friendly gift cards

Gift cards offer choice, and are an ideal way to ensure that money goes back into the family.
Obvious choices could be a children’s retailer, a gift card that allows a day out or experience
(perhaps a cinema trip, experience day or similar) or a gift card for a holiday provider. Consider
Book Vouchers etc.

-Discounted supermarket vouchers

There was a real explosion of interest in vouchers for supermarkets during the worst of the
recession where many people ‘banked’ money onto gift cards to spend on groceries. Often, a
slight discount made this a really enticing offer. You may wish to consider the ability to purchase
cards at discount, or to investigate a platform where you can add funds to a supermarket gift
card.

-Work from home perks

Work from home is a growing way of life for many businesses, but for yours, it may be seen as a
‘reward’ that is earned. Of course, trust is indeed earned. You may want to consider work from
home if you have the tech that can ensure the experience is seamless and not stressful!

19. Find out What Makes Staff ‘Tick’

Find out what motivates each employee, and make each individual feel that they have a part to
play in the overall success of the business.
An annual employee satisfaction survey won’t even scratch the surface. To find out what makes
staff ‘tick’ on an ongoing basis you need to measure employee attitude at ‘key moments of truth’
for each employee.

The best way to do this is to use employee feedback software, which can provide a regular
opportunity for employees to ‘air their thoughts’ in a non-confrontational way.

You can think about staff feedback in the same way you would customer feedback, and apply it
to your employees!

This method also provides that information to team leaders, so that they always have an up-to-
date picture about how an employee feels.

20. Reward Good Work

When someone does a good job, it’s important to recognize their achievements. Offering
commission on sales targets or promotions based on performance gives staff something to strive
for and also shows you will commend good work. In a poll of industry professionals, even just a
simple thank you can improve motivation, as feeling recognized and appreciated is important for
any staff member, in any profession.

You don’t always need a large budget to acknowledge good work.

21. Hold Regular Review Sessions

In every role, people want to develop their skills to help them progress. All members of the team
should have regular review sessions which help staff and employers to identify both areas of
strength and skills gaps.

At the end of each of these sessions, targets are set for the employee to work towards, helping
them develop in their career.

What staff members indicated is that review sessions should be more to build your staff not
break them down, were shortfalls were identified the needs to be measures put into place to
encourage growth.
22. Encourage Staff to Dress Smartly

Even though customers rarely come face to face with call centre staff, it is important for them to
act and look professional at all times.

All our staff must dress smartly. Putting on smart clothes for work puts you in a professional
mindset, which can also boost your business confidence and motivation.

Remember the old cliché: if you look good, you feel good.

23. Introduce Colour in the Workspace

Inspire your staff to work hard and strive for success. Call centres can be bland, so you can
create a more vibrant atmosphere by introducing color in the workspace, using motivational
images and pictures to brighten the area. These little, low-cost improvements can make a
significant impact on your workforce.

You know your staff better than anyone else; if you have new motivational ideas for your call
centre workforce don’t be afraid to try them. Sometimes the simplest of changes can make a
significant impact on employees’ working culture and attitude.
Source: Callcenterhelper.com viewed on 29 April 2021.

Conclusion

In conclusion I would like to emphasize that fact that a happy employee; helps produce a happy
client they are likely to assist customers with more pleasant demeanor and a high level of
customer satisfaction, this will then increase loyalty and ultimately drives increased profitability.

Investing in your employees is therefore not a liability for the organization, but a full asset if
done well and with due diligence. It is recommended that the staff of Edger’s use all the tools
fully explained in to detail in this Case Study exercise and see the ultimate results of this.

Reference and Source list:

-www.Cezannerhr.com

-www.intrado.com

-www.incentiveandmotivation.com

-www.Callcenterhelper.com

-www.snapsurvey.com