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 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.
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