The Power of Purpose: How to Lift Agent Performance by 155%

Transcript

Hey guys, this is Blair from BravaTrak, the future of contact centre coaching.

I've been thinking about the power of purpose in lifting team member performance.

Of course, you'll be familiar with Abraham Maslow's hierarchy of needs, which describes how human motivation is influenced. At the bottom of the pyramid are physiological needs, like air to breath, water to drink. And at the top, we've got self-actualization, or self-fulfillment.

Part of which is fulfilling one's purpose in life. And for most people, to a greater or lesser extent, that means making a positive difference or positive contribution to the life of other people.

For our team members, in the Western world, most of their physiological, their safety and their belonging needs are already being met. Which means their motivation at work will be driven to some extent by a desire to achieve their life's purpose.

And we can tap into that motivation by showing them the positive impact they're making on their customers, on their team, and - of course - on your organization.

For example, in one contact centre study with fundraising callers, those callers who were made aware of the positive impact of their work, on the people for whom they were fundraising, increased their performance by an astonishing 155%.

So how can you do this? Well, those who know me will be aware that I break coaching down into three categories; coaching conversations to reinforce behavior, to correct behavior, and to guide behavior. And in each of these conversations, there is an opportunity to connect back to the positive impact your team member is having - or can have - on others.

In my experience, this constant repetition of the positive impact your people are having has a supercharger effect on their motivation and their performance.

That's my take. What do you think?