Incentive Plan in Call Centers

Staff motivation is closely related to efficiency, efficacy and quality of a call center. If agents are appreciated for their successes, they get inspired to continuously improve.

The most important tool in motivating call center employees is the implementation of a proper incentive plan. It could consist in monetary awards upon completion of previously identified plan objectives, but it is considered that money is rarely the primary motivator.

Incentive plans are intended to

• help personnel feel included and part of a team;

• help maintain a high level of morale among call centre personnel;

• help decrease turnover rates;

• achieve attendance and punctuality;

• achieve accuracy and professionalism;

• achieve performances in staff time, after-call work and follow-up work.

When creating an incentive plan a call center manager should complete the following steps:

• Deciding who the scheme is aimed at;

• Profiling the target audience in terms of age, gender, marital status and hobbies;

• Informing the incentive scheme participants about what they have to do; keeping them updated on their progress;

• Investing in materials such as posters and newsletters;

• Involving senior personnel in driving the scheme forward;

• Providing a tangible reward;

• Holding regular informal meetings with staff to maintain feedback;

• Measuring performance via sales, revenue reports, and customer service feedback forms;

• Publicise good news stories at presentations or conferences.

Many call centres organize events on a regular basis that encourage the employees. There are also various contests organized to recognize latent talents of the employees such as Scavenger Hunt, Halloween howl, Talent Show, and Mr. and Ms. Customer Service Contest.

The result of a well done incentive plan may be an immediate improvement in individual attitudes and the climate of the call centre; agents will volunteer for additional tasks and company loyalty will increase.


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