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Call center incentives can reduce customer wait times

Call center incentive programs serve to motivate customer service agents and can be useful in improving contact center performance.

Fast service is essential for keeping patrons happy. Consumers often dread calling companies because they anticipate being on hold for a significant amount of time. A recent study of U.K. utility companies shows that this fear is not unfounded. The consumer advocate magazine Which? found that 10 out of the 16 energy firms it examined took more than two minutes on average to answer calls during the survey.

Reducing hold times can help businesses boost customer satisfaction, but many organizations struggle with increasing staff member efficiency to accomplish this. Call center incentive programs serve to motivate customer service agents and can be useful in improving contact center performance. Reward programs allow managers to recognize top workers and show appreciation for their efforts. This serves to highlight specific values and creates a comprehensive workforce capable of reducing wait times and other factors contributing to client dissatisfaction.

Incentive programs establish clear metrics for employees to follow. By acknowledging when performance goals are accomplished, businesses are able to maintain standards. The process could even help organizations avoid fines and compliance violations. Crosscut reported that Comcast was recently hit with two fines totaling $48,000 by the City of Seattle because it failed to meet the requirements of its licensing agreement. The company had promised to answer 90 percent of service calls in less than 30 seconds. However, lax leadership and other issues caused the average wait time to exceed this allotment.

Strong leadership needed to improve customer service
Customer service standards often fall apart because of poor leadership, according to All4Service. Holding employees accountable for failing to meet benchmarks could push the service department to try harder, but call center incentives can also be used to motivate staff members in a more positive way. Rewarding teams when they achieve specific goals improves cooperation and communication essential to accomplishing objectives.

In addition to establishing clear goals, it is important for employees to understand how they are being measured. Some metrics, such as wait times, are easily captured and understood by workers. However, others may require additional explanation. When staff members comprehend how their performances will be judged, they can take the appropriate steps to improve their work and meet objectives.

The benchmarks associated with employee reward programs make it easy to continually motivate personnel to achieve more success. As each level is reached, workers are given a new objective and the chance to earn even greater rewards. Using a point system allows managers to easily adjust rewards based on the difficulty of accomplishing various goals. This method also ensures that employees are working toward a reward of their choosing, which can spur additional enthusiasm among call center agents.

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