UNDERSTANDING THE MOTIVATION LIFECYCLE

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UNDERSTANDING THE MOTIVATION LIFECYCLE

• By Abhijit Thakur

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The Motivation Lifecycle
The Motivation Lifecycle                        
                                                  
                                                  
                      
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The Honeymoon Stage

• The initial curve is labeled newness and inflated
  expectations
• Expectations are usually very high at the
  beginning of any new, positive situation.
• As the "honeymoon" phase progresses, note how the
  curve dips as we enter the reality-check, which
  includes the agent's initial training period.
• It is also during this period that we may
  experience a bit of a letdown because our
  original expectations were greater than the
  actual, everyday reality of working in a call
  center.

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The Growth Stage

• In a call center, it is during this period when
  new agents get to know their supervisor as well
  as the supervisor's expectations. New agents may
  have frequent one-to-one contact with their
  supervisor, who begins the dialogue about the
  agent's goals.
• During the growth phase, new agents get to know
  their co-workers as well as the general culture
  and atmosphere of the call center.
• This is also when agents learn about the support
  structure and value system of the call center.

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The Road to Retention
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Controlling Attrition

• Agent retention is determined by a combination of
  the factors, including call center leadership,
  structure and environment.
• An agent's relationship with their supervisor and
  the positive leadership skills of the supervisor
  are very important job motivators and essential
  components to retaining the new agent.
• Co-workers and culture also make a big impact on
  which trend the agent will take.
• New agents experience confidence as they become
  competent at their jobs, optimism that they will
  fit in this new environment, and a sense of
  growth that they have a future with the call
  center. This ultimately leads to contentment and
  retention.

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Thank You