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Give praise where it is due

One very minor point that I always feel is important is to praise individuals who have done good work. Receiving validation for the work you have done (especially in a call centre when there can be all kinds of tricky callers) can be a massive boost. Likewise it is also good to keep your team happy in other ways (such as ice creams and cold drinks on hot days)

Multi-skill your agents

Being able to have a number of agents who can do different jobs is obviously very useful to have as a business. My advice is to not to overboard. Don’t train someone to be able to do something else if they don’t want to as taking an employee out of their comfort zone can be disastrous.

Give everyone a platform

Allowing your staff to be able to share news, thoughts and ideas on a visible space within the workplace (such as a bulletin board) is a great way to keep on top of how the workforce are feeling. It is also a great way to announce news to the team on an impersonal level.

Allow personalisation

I have had experience of working in a communications centre where no personal items were allowed, there was to be no customisation of your workstations wallpaper, nothing at all to make your space “your own”. This can be very demoralising to your staff and can stifle them. Little things such as taking the time to get to know them, what their interests are and letting them have a little freedom and creativity in what they do can be extremely beneficial to the agents overall happiness and work ethic.