Building Resilience and Motivation in a Contact Centre: Insights from Jayne Halton
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Working in a contact centre is not an easy job. It’s a fast-paced environment which demands resilience, strong communication skills and the ability to handle high-pressure situations daily. Some employees struggle to adapt, leading to underperformance and eventually leaving the role – a challenge that impacts the entire business.
To explore how businesses can tackle this challenge, we sat down with Jayne Halton Director of Ember Advisory Ltd. With over ten years of contact centre experience Jayne shared her expertise on fostering a positive and resilient workplace culture.
Building a Culture of Resilience
Resilience is key to maintaining high performance in a contact centre. According to Jayne resilience starts with leadership.
“It’s about creating an environment where agents feel supported, equipped and empowered to handle challenges. Providing continuous training, coaching and recognition helps agents develop the confidence to perform under pressure.”
One way to build resilience is by offering structured support systems, such as regular one-to-one meetings and mental well-being initiatives. Encouraging a problem-solving mindset rather than a reactive one also helps agents feel more in control of difficult situations.
Creating a Positive Work Environment
A contact centre thrives when the team feels valued and motivated. Jayne emphasises the importance of workplace culture in retaining top talent.
“The energy in the room matters. If your team feels supported and appreciated, they will be more engaged and perform better. It’s not just about KPIs – it’s about the overall experience.”
She highlights practical ways to enhance workplace morale, such as recognition programs, social events and fostering open communication between management and agents. A positive atmosphere not only improves performance but also reduces attrition rates.
Motivating Your Agents
Keeping agents motivated is crucial for maintaining productivity and high customer service standards. Jayne suggests that motivation should be tailored to the individual.
“Different people are driven by different factors. Some respond well to incentives, while others value career progression or job security. Understanding your team on a personal level allows you to tailor motivation strategies effectively.”
Regular feedback, setting achievable goals and celebrating wins—big or small—help maintain motivation. Providing clear career development pathways also ensures that employees feel a sense of purpose and long-term investment in their role.
Final Thoughts
A strong, resilient and motivated contact centre team can significantly impact a business’s success. By focusing on culture, workplace positivity and personal motivation, businesses can improve performance and retention rates.
Fostering a supportive and engaging work environment remains a priority. As Jayne Halton highlights, investing in people is investing in success.
For more insights and best practices, reach out to our team to learn how we support our contact centre professionals every step of the way.
Photo by the blowup on Unsplash