What are the most effective ways to motivate service desk staff to achieve performance targets?

The most important in today's time is to align people's Purpose with Company's Purpose. If people can feel that their work is important and they are being respected for the same, they will find ways themselves to achieve Targets. At the same time it is also important that their financial needs should also be taken care.

When setting KPIs, be sure that they are aligned with organizational goals. For example, average handle time (AHT) may not be a good metric in contexts where complex issues must be routinely addressed.

The key to motivating someone is 1. Unearthing what authentically and organically motivates the individual, and then 2. Finding ways to give it to them. If you can identify what each service desk team member is looking to experience, both within their workflow and outside of it, you can craft a performance plan that provides them with things that are important to them, in return for them hitting the metrics that are important to you.

In order to be successful, you have to go a level higher in your team and actually know what motivates them. This is a great article and good starting template but you need the details for each individual person. What motivates person A may not motivate person B. In addition, how person A learns may not be the best way for person B. For myself I learn better by videos and hands on. Several of my coworkers learn best by reading text books.

Confirm , apiece employee feels/ considers him or herself an important element of the organization. He / She must feel pride in belonging to their organization.

This is a very critical step to motivate any staff. Recognition really boosts the morale and self-esteem of any employee. This also helps to encourage them to exceed their limitation and achieve more.

Culture shall be family like where they get a feeling of belongingness or highly competitive but rewarding. From my experience, people from service desk values more family culture over competitive environment so one has to be quite smart to drive the efficiency in such an environment. If you feed emotions in your team, they will work for you, not for money!

If there's a culture problem the other solutions are just band-aids to the bigger issues. With a healthy culture, clear expectations will already be in place, a system for rebalancing workload will pre-exist, staff will feel empowered and involved because they regularly participate in feedback initiatives, and recognition/rewards will be part of the company DNA.

Some basic key factors for empowerment: - Create a correct training/learning path for them. - Provide the right tools to your employees. - Create SOP for every processes and systems - Offer professional development opportunities.

Empowering and involving service desk staff in decision-making and problem-solving significantly boosts their confidence, creativity, and sense of ownership. By granting them autonomy and valuing their input on service processes and tools, it not only enhances their job satisfaction and retention but also positively impacts their overall performance.

Sometimes managers drive profitability via over utilizing their resources but it demotivates the team further so balancing the workload is very important. You can improve efficiency by implementing new technology to reduce redundancy and improve efficiency but only to an extent over which you must arrange new resources or be selective by prioritizing the tasks eg, Customer feedback vs complaint closing Our first priority is to ensure max of our customers are happy so a manager must prioritize the feedback collection from desk staff and re-direct the complaints to process owners by distributing into categories as complaint closure process takes more time

Celebrating and learning from both successes and failures is crucial for motivating service desk staff. It fosters a culture of recognition and continuous improvement, making employees feel valued and inspired. This approach not only boosts morale and motivation but also encourages innovation and excellence by highlighting best practices and areas for growth.

Ensure , each employee feels/ considers him or herself an important element of the organisation. He / She must feel pride in belonging to their organisation. In Japan , neither employer nor employee breaks the bond . Employee lays complete life serving in single organisation. Involve them in every Intellectual Work of Organisation

there is another strange way to make service desk staff achieve targets is by creating a full home-feel environment with recreation and entertainment activities for example a ping-pong table or a wee PlayStation anything that can make them burn some calories and take out that work pressure and bad energy, that will make them fully energized and ready for achieving the targets.