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From the blog

Philippine Call Center: Boosting Employee Productivity

There is no greater tragedy in Philippine call center than putting competent inbound and outbound call center agent into jobs in which they are destined to fail. When good people are put into jobs to which they do not fit, their potential is wasted and employee productivity decreases.

It is impossible to find a solution to a problem when you are unaware of its exact existence. You must develop a statistical and measurable way to rate each employee’s actual production and then balance those numbers against the cost of each employee.  In order to improve employee productivity you must first measure the current state of their production. It will take a proactive approach to supporting your employee’s in their quest.  You have to maintain positive employee morale through production recognition and always promote from within the company. You have to create productivity incentives as well.

Another employee productivity booster is being generous with praise for employees who go the extra mile, improve their performance, meet stretch deadlines or exceed expectations. It’s important to make sure the praise is deserved, because gratuitous comments are not motivating to the recipient and demotivating to everyone else. When employees finally have a boss who recognizes their achievements, they are flattered, energized and grateful.

You will notice that your employee’s morale is proportionately related to their productivity. It is important to treat your employee’s with respect and tact. A demanding taskmaster does not get more accomplished than a helpful and accommodating manager. Unhappy employees do not care about their work and an employee that doesn’t care about his work is unproductive.

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