Call center incentive program sample

The key to getting it right is to first decide what you want employees to do and, only then, think about how to motivate them to do it. People tend to rebel against rules that seem to exist just for the sake of having a rule.

If you know the explanation is flimsy, your agents will too. When you give agents a goal , make sure they have the ability to achieve it.

Customer compliments make great stories — but are a lousy basis for incentives. Sometimes an agent will bend over backwards to make a customer happy — but they do it by circumventing the rules. Rewards that cause employees to roll their eyes and snicker are the kiss of death for a call center incentive program. If your employees truly love gold stars and smiley face stickers, then go shopping for stickers.

A gift certificate to a fancy restaurant might be a great reward, but an employee with three toddlers at home and a spouse who works an opposite shift will probably never be able to use it.

Choose incentives that will have value for the person being rewarded rather than incentives that would have value for you. Last but not least are the call center incentive program metrics.

The key to any quality assurance program is to track the changes after a new implementation. Analyzing the right metrics is key to successfully knowing if your call center incentive program is working. And while those metrics may be similar across companies on the macro level, individual managers need to amend those metrics on the micro level to ensure accurate reporting for their call center.

The biggest misconception about call center incentive programs is that they are difficult to design. What could be simpler than that? If the program was popular and helped the organization to meet its goals, management can take the time to find out what goals have been achieved and what other goals should be introduced.

After the program has been tweaked, it can be promoted to employees as a new program back by popular demand. No matter if your call center is involved with customer service or sales, recognition from customers, managers and peers is an important aspect to employee motivation and retention.

Incentive programs can include online nomination forms so that anyone can nominate an employee for a reward. Receiving formal recognition from people is essential to making employees feel important and needed. It gives them a reason to keep coming back to the same job, day in and day out. Working at a call center is not an easy job and often involves making customers feel satisfied no matter what the situation.

This can put a lot of strain on people and throwing money at the problem does not fix the fact that workers are put into difficult situations throughout the day. The trick is bringing the prize, the circumstance, and the individual into alignment in order to fuel new levels of call center performance.

Most call center workers are in front of computers all day. The links between employee engagement, productivity, incentives, and recognition are clear.

Recognition and rewards can help encourage whatever behavior you like and work best when they including performance metrics. Call centers are all about metrics. Sales-driven call centers often focus on conversions and average call length, while customer service centers may be more interested in first-call resolution rates. So, listing the KPIs you want to boost should be straightforward. When asked what their managers and employers could do to get great work from them, employees surveyed by O.

Tanner listed recognition first, ahead of autonomy and higher pay. Call centers can be stressful places, and employee recognition can make all the difference.

The budget can be a sticking point for many initiatives. A properly-designed incentive program increases in ROI over time.