TMCnews Featured Article
Improve Call Center Operations by Rewarding Your Agents for Their Hard Work, Duh!
By Jamie Epstein, TMCnet Web Editor
It’s no secret that without knowledgeable, highly dedicated call center agents working within your call center operations you will have an extremely tough time assisting customers. Knowlagent, an expert in this space, knows all too well the catastrophic effects that can occur if agents aren’t efficient at multi-tasking and always productive.
Recently, the company issued a blog post that identified ways in which to help agents improve without spending a huge chunk of change in these still unsteady economic times.
Consider creating a “Wall of Fame,” which is a space in the contact center that gets a lot of traffic where you can pin up the name and photo of agents in a colorful and creative manner, who are continuing to excel in important areas that can help call centers to expand in the long term such as the quality of their interactions, raising the bar on customer satisfaction, ramping up sales and reliable attendance.
Or, if you aren’t the creative type, consider putting together recognition happy hours. I mean hey, who doesn’t like happy hours? And now you can integrate these extremely fun, after-hours drinking get-togethers with awarding top performers with the praise and attention they have strived for in a fun and relaxing environment.
What about starting an awards show that honors Best Reps? Although handing out awards in certain divisions such as “Agent/Team of the Month” is always a good thing. Contact centers can go even a step further by nominating their best performing reps for industry-wide customer service awards like ICMI’s “Spirit of Service” or Customer Relationship Metrics’ “Elite Customer Experience Awards.”
Further, simply looking agents in the face and telling them what a good job they are doing can go a long way. If agents feel like their managers are noticing the hard work they are putting in, it will act as a catalyst that will propel them to take themselves to the next level of call center success.
In reality, call center agents don’t even need to receive awards to be driven to succeed, but feeling as if they are a valued member of the team can be just what they need to stick around and continue to up the ante now and forever.
Edited by Carrie Schmelkin