Keep ’Em On Their Toes

Giving steady performers a say in matters that affect their work and their days shows respect. It also keeps them engaged in the life of the department so the reps can adapt to new developments instead of being shocked by them.

3. Change up their activities. Offer your reps enough variety to stay alert. Most experienced reps can participate in such activities as record keeping, training, analysis and call monitoring to some extent. Consider setting aside a few day partseach week for alternative activities. Not only will the change of pace revive long-timers when they’re flagging, it may also give them added context about how all the call-center functions work in concert.