As call center managers look for ways to increase customer satisfaction, the easiest way of measuring great service real time would be getting feedback from the customer right after the call. This is called a commendation.
Including commendations as part of an incentive program is a good idea. I would think it’s better than waiting for a customer satisfaction survey which might be not entirely accurate. The downside though is that agents will start to solicit commendations at the end of their call. It then becomes a survey and this isn’t the goal. If you put too much weight on it and the rewards are huge, then you can’t stop the negative behavior.
My own experience stems from receiving a “non-verbal” commendation. By receiving a bouquet of flowers while working in the center made me feel good. It boosted my confidence and my passion for quality grew. What made it even special was the fact it was unexpected.
So simply put, don’t solicit for praises. You will continuously fool yourself into thinking you’re doing a great job but in fact you’re not. It might help you get the rewards, but it will soon sound like a “sales pitch” and your numbers will start to fall.
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