If your customer service representatives perform below par, the problem may be beyond lack of ability. Motivation, or lack thereof, can be a major factor affecting the performance of customer service reps, which could result in dissatisfied customers and ultimately a dent in a company’s profits. A study conducted by CareerBuilder on the top staffing challenges companies are facing in 2014 shows that 31% of employers believe that lifting employee morale is among the top challenges. As employers, motivating customer service representatives could be the key to company success.
Motivation is driven by human psychology and behavior. One of the most popular theories on motivation is the theory of hierarchy of needs by Abraham Maslow. In his theory he illustrated a hierarchical pyramid of five human needs in life, namely- physiological, safety, social, esteem and self-actualization, which contribute to motivation. However, fulfilling one need and neglecting the others may not be very practical for customer service representative employers.
To match the demands of the workplace, we have adopted Maslow’s theory in the form of equal parts, which calls for simultaneous attention towards each need to keep customer service representatives motivated. If employers address these needs this will boost the morale of employees in the form of health and wellness programs, compensation packages etc. This will improve the work environment, increase worker engagement, decrease customer service representative turnover and ultimately increase productivity of companies. Below we’ve laid out how simultaneously addressing the 5 human needs at the workplace will keep customer service representatives motivated.