How to Keep Your Team Motivated During the Summer Season

Each month, we ask ICMI Thought Leaders and Featured Contributors for their thoughts on a question about contact center management. Then we share their answers with you.

Here is this month’s question:

Keeping your contact center workforce motivated and ensuring high schedule adherence is always a challenge, but especially when the weather is nice. What summer or holiday promotions or incentives do you find helps keep your workforce engaged?

Jim Iyoob

Keeping the contact center workforce motivated and engaged during holidays can be challenging, as employees want to spend time with their loved ones. During summer or holidays, we often implement various incentives and promotions to keep the workforce engaged. Some common initiatives include:

Flexible Scheduling

We offer flexibility in scheduling, such as allowing time-off requests or enabling employees to adjust their shifts to attend holiday/summer events or spend time with family. This not only keeps the employees motivated but also enables them to enjoy the season to the fullest.

Incentives or Bonuses

We provide additional incentives or bonuses tied to holiday performance targets or goals that motivate employees to excel during the holiday season.

Recognition and Rewards

We promote recognition programs to acknowledge outstanding performance or contributions during the holiday season. This can include bonuses, certificates, or recognition in team meetings.

Holiday-Themed Activities

Organizing holiday-themed activities within the center gives team members the chance to enjoy the season while working. Activities such as team-building games, contests, and potluck lunches can foster a sense of celebration and engagement.

Vicki Brackett

Special programs centered around career development are a strong summer engagement strategy. Offering agents the opportunity to work in the training department for a few hours a week or for a day in New Hire Training or in the Quality Assurance Department, helping in nesting, or even coaching new agents in the team are proven strategies. Structure the program with a home room (their current team) and allow them to move through different departments throughout the summer. Of course, to participate, they must be a good performer, come to work on time, help others, and volunteer when you need that additional 30 minutes of help interacting with customers on a busy day. They will have more variety in their day, learn new skills and learn how to appreciate the work others do in supporting departments. This will also help you get ready to scale for product launches and holiday surges.

Krista Scott

We have a weekly contest to recognize those who excel in their metrics and adherence is one of them. These people get to spin a wheel which has lots of great prizes, including $10 to $25 gift cards, free lunch, extra break, or a mystery grab bag prize. Lastly, for those that perform well, they have the option to work from home up to 3 days a week.

Jeremy Watkin

Can we just acknowledge that after a long, cold, gloomy winter, the struggle is real? Leaders, think about yourselves for a moment. If you’re ready for a summer vacation, your agents most certainly are.

This may not sound like rocket science, but the more flexibility you can offer to your team members during the summer and holiday seasons the better. Acknowledge that most of them work to live and not the other way around. If you flex for them, affording them the time needed to rest and recharge, they are much more likely to be there for you during the busy times.

Additionally, focus on building a strong, cohesive team. I love some blend of fun team-building activities, along with exercises like Strengths Finder to help team members better understand themselves and others. When agents feel like they are part of a team, they never, ever want to let their team down. And adhering to your schedule so your neighbor doesn’t have to pick up your slack is a great way to be there for your team.