UNDERSTANDING THE MOTIVATION LIFECYCLE

1. UNDERSTANDING THE MOTIVATION LIFECYCLE By: Abhijit Thakur

2. The Motivation Lifecycle The Motivation Lifecycle

3. 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.

4. 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.

5. The Road to Retention

6. 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.

7. Thank You