Ascertaining the Effect of Motivation on Employee Performance on the Telecom Industry 


 


In any telecom industry, motivations on employee performance are very crucial factor in determining excellent output of the employees.  It has been the workforce’s source of enthusiasm, energy, desire, commitment and creativity for their jobs.  In the midst of   rigid competition in the telecom business environment; it is very important to find ways and means in order to motivate telecom employees to empower them to excel in the work place.  And, doing this is not simply praising them, but it has to become solid ground for all employees to strive hard in their job.  And, one approach to employee motivation has been seriously proven the “add-ins” to an individual’s job as the primary factors in improving their job performance. Various endless combinations of employee benefit such as health care, life insurance, profit sharing, employee stock ownership plans, exercise facilities, subsidized meal plans, child care availability, company cars, and more—have been used by companies in their efforts to keep their  employees happy in the company.  Many employers believe that happy employees are motivated employees.


(http://research-work.spot4blog.com/2011/09/effect-of-motivation-on-employee-commitment/)


Furthermore, working in a call center is not an easy job, many telecom call center employees have been receiving praises, but more often receive curse and endless complaints from the customers.  Indeed, working in a telecom company is a tough job that really needs strong motivation and appropriate employee performance in a regular basis.  However, rehiring is the current trend in this industry; there are few telecom industries that do the retention of their employees, if there some, these employees are lucky enough because they will not worry anymore when their contracts end. In the same manner, the employees are always finding another telecom call center job over and over again.  There are employees who resign form their post due to health reasons, there are some who want to apply to the bigger telecom companies.  There are many call center employees that despite their communication skills, they are still disconnected from their jobs. All these negative factors in the industry need a realization that strong motivational factors are needed  so that employees will stick to their jobs for good, or they will even excel in their work for better promotional opportunities and benefits in the company.  First,   an efficient and effective training and seminar programs are very essential factor to enhance and sensitize the whole call center workforce to be aware of various behaviors of the clients over the phone that lead to numerous disconnections in a day.   Employees must be oriented well enough in order to address and at the end of the call can be able to resolve the problem of the client.  By this way, the client will be satisfied, and this will be a reason for him or her to stay with the telecom company.  Employees must be motivated to work excellently with complete professionalism attitude on how they answer the phone calls; the voice tune must be pleasant as always.  The way they handle calls will determine if the telecom company is providing excellent customer service or not.  Every call center representative should always after the retention of their clients; for it means more business to the company, as well as it means more revenue to all people in the organization. Eliminating the queue and hold time with the customers over the phone will automatically generate good customer feedback. Additionally, employees must provide prompt responses with satisfactory solutions each time, every time. Resources and information must be made available at fingertips. Inculcate in training itself. Moreover, having a quality testing team to monitor all call transactions and provide feedback on a weekly basis for all employees. On the other hand, repeated deviations need to be escalated and corrected by the team leaders or supervisors around.   In addition to that, customer feedback surveys conducted by a separate task group must generate and register VOC (Voice of the Customer) feedback for the previous call transaction with every customer in a day.  Through conducting quarterly appraisals and refresher training programs with tests, record the scores and performance of all telecom employees will provide consistent good scores in the employees’ productivity and effectiveness.


(http://www.linkedin.com/answers/administration/customer-service/ADM_CSV/273847-26350642)


 In this regard, money is the most attractive form of motivations among the telecom employees.  Attractive compensations and fringe benefits are all important to the call center employees.  Theses are the main reasons why they work in this type of industry; because it offers above compensation rate and benefits compare to other jobs.  More than that, compensation must be shared by all working people in the organization. By giving rewards and bonuses to those employees who show more dedication to their work, and most especially to those who are able to increase their retention rates with their clients. This program must be established right after the orientation  stage of the new employees in order to imbibe in them  as early as possible the  desire to achieve their goals in their jobs for their own benefits as well to the telecom company they work for. 


References:


(http://research-work.spot4blog.com/2011/09/effect-of-motivation-on-employee-commitment/)


(http://www.linkedin.com/answers/administration/customer-service/ADM_CSV/273847-26350642)


 


 



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