According to Ken Wisnefski, president of VendorSeek, recognizing your call center agents for a job well done can go a long way:
Everyone appreciated receiving gold stars in grammar school. "Gold stars" have never lost their luster. More than the shiny exterior of the sticker, we enjoyed the intrinsic value of our teachers recognizing us. Adult workers also enjoy recognition. Let call center employees know when they are doing a great job - this promotes pride. A recognized worker will continue to work at a capacity that invites future recognition.
There are several ways to reward workers for doing well. Bonuses, promotions, certificates, etc. can be sufficient. Workers will appreciate external rewards, but the entire company will reap the benefits of workers who perform well because they are recognized.
Centerserve wrote a special series about motivation misunderstandings. Remember there's a difference between morale and motivation. Incentives mean less when agents don't believe the company is truly committed to their well-being. Proper motivation shows that you truly care about your reps.I had a high school teacher that used to give "free homework passes" to those who regularly completed all of their homework. If you had all of your homework for the week, he would conduct a raffle the following week. The winners would get a free pass on one of their future assignments. I used to complete my homework because it was exciting to take part in the raffle. In retrospect, I realize he created a clever way for us to do our homework.
This can be used around the office in relation to attendance, being on time, call conversions, etc. Give workers incentives and it will facilitate the production of the entire company. Flexibility will promote worker retention and appreciation.
Comment Preview