Westpac Customer Call Centre staff motivation

THE SITUATION

The Westpac Call Centres have a large customer service department with staff handling many (emotional) phone calls. Its a challenge for management to keep staff motivated and staff motivation is critical for customer relations and for call rate efficiency.

WHAT WE DID

We enhanced the audio and video environment:

  • curated an up-beat contemporary music program
  • provided a platform for instant messaging to the screen e.g. motivational staff images/text
  • the same system above is used for staff announcements
  • record (motivating) staff vox pops and play it back over the office PA

THE OUTCOME

Staff happiness measurably improved and productivity enhanced.