How Organizational Psychology Can Help Your Call Center Coaching Program


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There is a rea­son why orga­ni­za­tional psy­chol­o­gists are often called in to help com­pa­nies restruc­ture work flows, advise on coach­ing prac­tices, and develop plans to help moti­vate and inspire employ­ees: It works. Some­times just rear­rang­ing sub­tle dif­fer­ences in cor­po­rate struc­tures and work­flows can have dra­matic effects on employee pro­duc­tiv­ity and morale. If your employ­ees are in need of an improved call cen­ter coach­ing pro­gram that helps them progress in their jobs, but you can’t afford to hire an orga­ni­za­tional psy­chol­o­gist, take note of some tried and true call cen­ter coach­ing tech­niques devel­oped by psy­chol­o­gists specif­i­cally for work envi­ron­ments like those found at call centers.

Let your employ­ees know that their work matters

Orga­ni­za­tional psy­chol­o­gists have found that when peo­ple feel their work mat­ters, they’re more inclined to work harder and less likely to feel burnout. Psy­chol­o­gists did a study with a call cen­ter that was tasked with rais­ing money for a uni­ver­sity. In a ran­dom­ized con­trolled exper­i­ment, some of the employ­ees heard a 5-minute speech from a schol­ar­ship stu­dent who had ben­e­fit­ted from the call cen­ter team’s fundrais­ing efforts. The other half of the call center’s employ­ees did not lis­ten to the student’s speech. The researchers found that those who had lis­tened to the speech improved their weekly time spent on the phone by 142% and increased the rev­enue they brought in by 171%. The researchers con­cluded that when the call cen­ter employ­ees could vis­i­bly see the impact of their work, and they felt like their job was more mean­ing­ful, they were more inclined to work harder.

For your call cen­ter coach­ing pro­gram, are you look­ing for ways to make work more mean­ing­ful for your employ­ees? Do they ever see a tan­gi­ble impact or are they able to per­son­ally have an inter­ac­tion with any of the cus­tomers they have helped? Con­sider find­ing ways to bring their cus­tomer ser­vice efforts to life – the more intrin­sic moti­va­tion your employ­ees feel from their work, the more likely it is that they’ll work harder.

Have your employ­ees work in teams. Small teams.

Call cen­ter teams are often large or divided based on the specifics of the job tasks. How­ever, for max­i­mum effec­tive­ness, within your larger teams, divide groups into even smaller teams – even if they do the same tasks. Orga­ni­za­tional psy­chol­o­gists have found that the smaller the team, the more account­abil­ity each indi­vid­ual takes for his or her actions. Why? Because peo­ple don’t worry about let­ting down “strangers,” or peo­ple not as famil­iar to them, but they do worry about let­ting down their friends. The smaller and tighter the group, the more peo­ple will be moti­vated to work for the good of the team. If you assign goals for your groups, and if you help fos­ter team-building among the groups, you will find that the indi­vid­u­als in the team will work harder for the good of the group and the organization’s goals because they are more moti­vated to work for peo­ple whom they are close to and who hold them accountable.

Use team-building exer­cises to strengthen the relationship

A final tip to strengthen your call cen­ter coach­ing pro­gram is to help inspire deeper friend­ships and trust between team mem­bers by cre­at­ing exer­cises that help them form deeper rela­tion­ships. One study found that in star­tups that had the low­est lev­els of fail­ure and the high­est chances of going for an IPO, the cul­tures had strong lev­els of com­mit­ment, and the employ­ees treated each other like fam­ily. When peo­ple respect and gen­uinely like those whom they work with, their social bonds help increase their pro­duc­tiv­ity.

An effec­tive call cen­ter coach­ing pro­gram focuses more on just the customers

Before you can expect your employ­ees to offer world-class cus­tomer ser­vice, you first must work on aspects of your com­pany cul­ture and work envi­ron­ment. Are your employ­ees intrin­si­cally moti­vated? What are their goals? Do they like the peo­ple whom they work with? Are they inspired to improve for the good of the group? How can you fos­ter deeper con­nec­tions? By tak­ing some tips from orga­ni­za­tional psy­chol­o­gists, you will find that by chang­ing your inter­nal dynam­ics, you will be trans­form­ing the out­ward dynam­ics, which trans­lates to a bet­ter expe­ri­ence for your cus­tomers.


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