Q: December is brutal on my call center team. How do I keep up energy, morale and performance?

A: Call centers are full of hustle and bustle during the holidays. For many companies, it’s the busiest time of the year, and in this environment, it’s a real challenge providing superb, consistent customer service. Because here’s the bottom line: Customers don’t care about volume. They’re busy, too, and they expect exceptional service in December, just as they do in July, which puts a lot of pressure on call center reps. Everybody is busy, but supervisors, team leaders, and managers need to take time to recognize their agents. “Thank you” is a powerful motivator. And it doesn’t take brass bands and free vacations. Everyone just wants to know his/her efforts are appreciated, so surprise your team by ordering in lunch; get your VP to send your reps an e-mail or voicemail thanking them for a job well done; stop by each rep’s station and thank him/her individually for making this holiday season a successful one. Also, don’t forget to ask, “Do you have what you need?” And if they don’t, get it for them. Fast.

Agent recognition is important throughout the year, but it’s critical during the holiday season. Remember: Taking the time out of your day to sincerely acknowledge your agents and make sure they have everything they need to perform their job is a cost-effective, powerful way to raise service levels and maintain high performance.