Westpac Customer Call Centre staff motivation
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
Staff happiness measurably improved and productivity enhanced.