Businesses under the service industry, such as Philippine call centers, have a demanding task to provide round-the-clock customer support. Aside from the usual troubles that call center agents fix for the customers, there can be unforeseen instances when the volume of calls goes beyond its expected peak. When faced with this dilemma, team leaders sometimes have to pull out some agents from the outgoing shift to extend their working hours.
An eight-hour interaction over the phone can be stressful and exhausting to agents. This is why they tend to cringe when asked to stay longer. However, with the right strategy, you can make your agents to say "yes" to overtime. Here’s how:
1. Explain the good cause
Agents who feel that they're valuable to the team increase their willingness to take part in operations. Similarly, agents also like to feel involved in the business process because it boosts their morale. In either case, it's best to discuss how working extra hours can contribute to meeting company goals and how it can positively affect their career growth. Always be transparent with your team members, so make sure to give out a brief and simple explanation instead of just demanding your agents to stay.
2. Offer incentives
"What’s in it for me?" is perhaps one of the most common questions that agents have in their minds when requested to render some extra hours. It's important to present perks they can get out of their additional work. So offering incentives in addition to overtime pay attracts your agents to look forward to staying beyond their shifts.
Be as creative as you can when giving incentives. Awarding them with gift vouchers, cinema tickets, or food delivery-anything that can drive your members to work harder after their shift. The important point is to make them feel that their extra work is acknowledged and appreciated.
3. Show gratitude
Displaying appreciation toward agents who agreed to work overtime builds positive relationships. This act promotes teamwork that can encourage other agents to do the same. Acknowledging them not only as a team but individually is also a good way of showing that they are lauded for their efforts.
Personally recognize your team with kind words. For instance, you can walk around during their shift and tell them how you appreciate their overtime service; perhaps even tell them if they've done a good job during their extra hours. When agents feel that you value their time and effort, they can be motivation and even look forward to the next time the need for overtime arises.
Asking some of your agents to extend their working hours to help business operations can be difficult. In order to make them lend a hand, you must have the right attitude and approach.