Developing a team spirit is easier when the team is small. Work out the lead time to screen, interview, hire, and train a new agent. When interviewing prospective new hires, lay out the scheduling rules clearly. Commit to creating a great environment, where the culture is based on trust and integrity, targets are met, and adequate resources are provided to meet goals. Make it challenging and fun.
Small centres tend to be less impersonal and, if well run, less frenetic.
Pay the agents well. Seek executive approval for your retention policy, and make clear the consequences in terms of poorer service if it is not adopted. Creating a great work environment isn t easy. Small call centres make great demands on management creativity and skill. But they also have the potential to achieve exceptional levels of excellence.