Monday, June 19, 2017

3 Budget Friendly Ways to Reward Great Customer Service

By: Sean Hawkins

When agents in your center provide great service, how do you reward them?  Below are a few methods I've relied on that go over extremely well.  If your department is working with a limited budget, these are great ways to reward top performers with minimal impact to your bottom line.

The Quality Assurance Award - If you measure agent quality, you're going have a top performer.  Reward this agent! I have allowed them the opportunity to coach other agents for improvement.  This is a great way to capitalize on their expertise, while also developing their leadership skills!

The Interaction of the Week Award  - Whenever an agent has an interaction that went exceptionally well, have them submit it to you.  After proper vetting, determine if it's deserving of the Interaction of the Week Award.  At the end of the week, announce the winner.  Although everyone may not win the award, they'll greatly appreciate their work was noticed! 

The CSAT Award - If you track customer satisfaction (gosh I hope so), reward your all-stars.  If someone is getting exceptional CSAT results, they are leading your team to success!  Not only are they doing a great job with each customer interaction, their good habits will likely spread throughout the rest of the team.  As with the Quality Assurance Award, allow them time to coach their peers.

In addition to giving a certificate for each award, include a gift.  An extended break, early dismissal, or a gift card are cost effective options.  To really engage the team and build enthusiasm, ask the agents for gift ideas!

Hopefully, as a result of these awards, you'll see an improvement in the overall performance of your contact center. However, the main objective is acknowledging and awarding outstanding performance.

Currently the Director of Contact Center and Customer Service, I have over 15 years of progressive call center leadership and experience in the public, private and government sectors.

I have led or consulted contact centers of various sizes across numerous industries. Additionally, I’ve implemented new technology and products, while maintaining award-winning contact centers.

Connect with me on
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#CustServ #QOTD

Friday, June 16, 2017

The Power (and Importance) of Agent Recognition

By Celia Thomas

It is extremely important to give recognition to front line employees, as they are the lifeblood of the contact center. It shows we value our agents, and at the same time, it increases morale and loyalty.

Public recognition is how I reward my agents who give excellent customer service. First of all, they deserve it. Secondly, it allows them to shine bright in the spotlight of success. This type of recognition will go a long way in building trust and comradery. It's also great that it costs the company little to nothing!

Here are few ideas you can bring to your contact center:

· Public shout out - During daily huddles, I publicly acknowledge agents for their accomplishments. I find this to be an effective motivator. 

· Certificate of Appreciation - post one at the agent's station and another on the center's Achievement Wall.

· PowerPoint slide - Create a slide detailing agent achievement. This can be posted to call center monitors and/or communication boards.

As you can see, these are easy to implement and they're easy to on your budget.

There's nothing more satisfying than being recognized for a great job. Accolades are a great motivator and they'll aid in making your agents happy. As we know, happy agents mean happy customers and less turnover!

Celia Thomas has 22 years of experience in the contact center, including 9 years in call center management. She has extensive knowledge in overseeing day to day operations, and is well versed in managing both Inbound and Outbound projects. During her career she has managed and grown many B2B and B2C client programs.

Follow Celia on  LinkedIn and Twitter! 

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