For employees, a little recognition goes a long way, and it's critical for industries with many contract roles that often face high-turnover, such as call centers. Employee engagement and motivation are major concerns for many industries, but call center roles, including customer service and sales, can be taxing, leading to attrition and workers' dissatisfaction. Therefore, implementing a good call center incentive strategy is key to building a successful and highly-engaged team.
While you may think of incentives as cash bonuses or fancy trips, incentives actually encompass any activity that tends to incite determination and action. They are designed to attract, engage, and retain talent. In addition to motivating employees, they can also increase morale, employee performance, and, ultimately, customer satisfaction.
In the workplace, even the smallest gesture can make an impact, but what if we take it a step further and implement a strategic incentive and recognition program?
Choose incentives that align with your company's values and suit the desires of your staff. And, if you want a program that genuinely works, create a long-term plan that will drive results into the future.
When designing your incentive strategy, consider the four dimensions of employee engagement. How would your employees respond to the questions below regarding their workplace?
Focusing on the dimensions of engagement allows you to gain perspective on employee needs and corporate deficiencies. It can help you identify incentives that are more valuable than cash prizes because they address deeply rooted issues. Not only is this a good starting point for defining effective incentives, but it can also drive conversations around communication, culture, and management.
Implementing employee incentive programs has proven beneficial in many work environments. However, as call center agents are particularly vulnerable to experiencing burnout, frustration, and a lack of motivation, these programs are particularly beneficial in helping agents overcome negative feelings.
It's not hard to understand why call center agents are prone to experiencing burnout and frustration ââ¬âcall center agents are the public face of the company. As a result, they must deal with frustrated customers and manage the fallout between client and business while having limited control over outcomes. This can understandably lead to feelings of exhaustion, reduced productivity, and mental and emotional distance from the job.
Unfortunately, call center agents' attitudes often affect management. This can create a vicious circle, where managers are less likely to implement the kinds of changes that could turn the situation around.
Managers may feel like there's nothing they can do to improve the work experience of call center agents because dealing with angry customers is part of the job, but that's not the case. A customized incentive and recognition program can go a long way toward increasing employee happiness and getting them to stick around for the long haul.
Take a look at some of the benefits of offering incentives and recognition programs:
Instead of focusing exclusively on cash bonuses, we encourage you to broaden your definition of incentives and think creatively about the ways you can motivate call center agents. Here are some ideas you may have overlooked.
A positive work environment is a requirement for most employees to thrive, and there are several ways managers and HR departments can contribute to a healthier workplace. The first step is to look at the physical space ââ¬â if the call center is cramped or drab, this will affect how workers feel about being there daily. To help, provide a clean office with a clear area for work and a comfortable place for employee breaks. Freshly painted walls and a few plants can make a big difference too. Beyond the physical, it is equally important for employers to pay attention to the emotional and mental conditions among the call center agents. These efforts demonstrate that the company cares about creating a positive work experience.
With many agents now working from home, opportunities for team-building in call centers may be limited. However, all hope is not lost. On the contrary, you can still carve out time and budget to support team-building experiences in person or virtually. Ask agents for suggestions ââ¬â there's a chance they have games they enjoy and would love to share. Encouraging team-building can increase workplace satisfaction by fostering relationships and cooperation.
If you plan to incentivize or reward individuals, setting clear goals is essential. Confusing or unrealistic expectations can be detrimental to workplace morale. The SMART strategy helps businesses develop well-defined goals that can be easily communicated to workers.
SMART goals are: specific, measurable, achievable, relevant, and time-bound. Some examples of SMART goals for call centers include responding to all customer feedback, acquiring a new skill by a specific date, and attending a certain number of training courses by the end of the year.
Once you set SMART goals, it's time to choose the reward. Although cash and gift cards are popular, there are other valuable alternatives. For example, you can offer your call center agents the opportunity to win things that will make their work day more convenient and allow them to exercise choice. Examples include paid time off, the opportunity to take calls they prefer, having the first pick when choosing shifts, the ability to leave early one day, the choice of their lunch/break times, or getting a preferred parking spot or seating location.
You can also offer physical prizes with the secondary benefit of personalization ââ¬â items such as company swag embroidered with the agent's name, something in their favorite color, or something unique that no one else would have. The most important thing is for the agent to feel recognized, valued, and appreciated.
High turnover is a hallmark of the call center industry. Often, top talent is lured away by competitors offering career advancement opportunities. That's why it's essential to encourage agents to grow within the company. Providing well-defined career pathing and skills training can ensure that the next generation of managers and leaders are homegrown. When hiring a new agent, ask about their career goals, and begin cultivating talent from the start.
Incentive and rewards programs can benefit any industry but especially call centers. A thoughtful, long-term strategy focused on employee engagement can make a big difference in your agents' satisfaction.