Whether call centers, online chat moderators, responders, or telemarketers, your contact management team is the group which needs the most recognition and yet are the most overlooked.
Beyond the chalkboard productivity chart or hourly races to rack up sales, call center staffers need appreciation in a broader, bigger way. How else can an entire department stay motivated, energized and fueled when every one of their transactions is unique and often filled with customer gripes?
Whether handling an accounting mistake, confusion from the online ordering, explaining a new discount promotion, or requesting a caller hold for verification of their donation, these employees are there to remedy every customer situation.
Our job as providers is to remind our clients that employee recognition and organized appreciation programs are essential for this group of workers in order to acknowledge their stress, frustration and successes.
We know that customer satisfaction increases when there is a positive company/employee transaction, so remind your clients that their growth is linked to keeping their employees happy, engaged and feeling valued. Thinking outside of the box for call center recognition programs is essential for there to be a true difference in growth.
Beyond the usual performance targets of sales, upgrades, and documented results, suggest your clients offer recognition and rewards in terms of behavior.
Did the supervisor notice how a rep managed an unusually irate caller? Was a rep especially thorough with a client in need? Did one employee assist another with a problem discreetly and accurately to move their call forward? The results are easy identifiers but the process and journey to get there can be equally important to include in a recognition program.
Through the company social networking platform or directly to supervisors, suggestions on how to improve and optimize operations can also be a key part of your recognition program. This open door policy creates a wonderful opportunity for employee recognition. Further, when an employee’s idea is successful, he will feel increasingly part of a larger cause and the company’s success.
Supervisors can’t see everything going on to recognize everyone. So encourage all representatives to be on the lookout for exemplary actions and to nominate their buddies for incentives, which demonstrate company values or service qualities.
Since contact management staff need peer motivation to achieve group goals – co-worker generosity in recognition programs can be a key factor in high morale.
Too many managers think "the paycheck" is enough recognition but as providers we know that just means bodies show up. But attitude, fire, passion, loyalty and goal-oriented employees are the result of commitment and high morale.
About the Blogger:
Peter Hart is President & CEO of Rideau Recognition Solutions (www.rideau.com) and has been advising and serving the industry for over 20 years. He has been one of the driving forces in transforming Rideau from a small manufacturer of award products to one of the world’s fastest growing Recognition and Rewards providers. Rideau’s custom loyalty and performance management tools increase productivity, employee engagement, customer loyalty and ROI. He can be reached at #PeterHart[at]Rideau.com