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Call center incentive programs help create more personalized care

Call center incentive programs enable companies to improve staff performance without a lot of additional expense.

When consumers have a problem, they want fast and reliable service. This has made call centers a core part of customer service strategies. Being able to provide knowledgeable, friendly staff capable of answering questions, fixing mistakes and resolving irritating situations builds customer loyalty and helps boost revenue.

However, many contact centers struggle to meet audience expectations, which can have detrimental effects on a brand's image. Fortunately, call center incentive programs enable companies to improve staff performance without a lot of additional expense. Most reward programs have a budget equal to 1 percent or 2 percent of the total payroll. For most organizations, this should be sufficient to see a significant increase in employee engagement and customer satisfaction.

Improving customer service in the call center
The key to creating a successful incentive program is to target the efforts to areas where they can do the most good. Resource Nation recommended that companies aim to make service more personal to improve call center performance. Personalized service is tricky to do correctly, but when it is successful, it can boost client retention and satisfaction rates. Technology is often one of the missing pieces to offering personalized care. Agents need to be able to quickly review caller information including their purchase histories to make responses more relevant.

In some cases, customers may prefer to communicate through other channels. Combining social media, mobile and other tools with call center services can increase overall satisfaction, according to Resource Nation. Getting employees to learn and implement new technology into their daily activities is easier with employee incentive programs. Recognizing workers who have successfully tailored their actions to caller preferences to deliver outstanding, personalized service could motivate others to adopt the same practices.

Reward programs are valuable tools for keeping staff members engaged and motivated. To generate the best results, firms should always make the recognition process public. A study by Badgeville found that 83 percent of employees said that acknowledgement of their hard work from a supervisor was more fulfilling than rewards and gifts. This doesn't mean that companies should avoid providing incentives for performance, but rather that they should carefully consider how employee reward programs are implemented to create a more meaningful recognition process.

When reward programs are properly focused, organizations can see strong improvement in worker performance. Generating results does not always require a large budget if employees are empowered to make the right decision. This depends on extensive training, but companies can highlight the value of outstanding service with recognition initiatives.

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