Call center incentives can help companies create an office environment that drives behavior toward specific measurable goals.
Contact centers are being forced to diversify, as consumers' use of social media and smartphones now requires customer service center employees to be versed in a variety of communication channels.
To handle the additional channels and still provide high-quality service, many businesses are turning to performance management software. TechTarget recently reported that these programs give managers actionable data that can be applied to address issues and prevent problems. Identifying trends is a great way to move to the front of the pack and identify corrective actions, but staff members still need to be motivated to provide great service.
Call center incentives can help companies create an office environment that drives behavior toward specific measurable goals. Business 2 Community notes that many organizations fail to set proper benchmarks for improving customer service. Taking the time to recognize top performers shows the importance of focusing on the client.
These incentive programs can be used for a number of purposes beyond customer service as well. Setting goals to increase repeat sales, subscribe new customers or reduce turnover will motivate employees to achieve these objectives. The first step of this process involves providing a clear mission for staff.