Incentive Programs in Call Centers
The working style can depend from person to person in a call center. Some employees spend their daily schedule just to complete their office hours. But if some attractive incentive schemes or policy is made within the employees, the overall and individual performance is definitely expected to go high. But in reality, there is a category of employees, who want to work with some enjoyment with being well treated with respect, opportunity and compensation for their effort. This is extremely essential in call center where calling agents are responding to customers. Incentive programs are mandatory chapter in the employee’s motivational book and drive the organization to run with optimum efficacy.
Let us discuss some principles that helps in creating the appropriate framework for an incentive program:
*Rewarding is a very effective way to motivate the employees. If your organization rewards instantly, the reinforcement process will be faster and the performance level will tend to upgrade in the same pace.
*The incentive program needs to be continues without any interruption. If the plan quits, the employees will be unmotivated and the trust factor would break instantly.
*It is always advisable to reward the employee separately from the mainstream payroll. Doing this will encourage to develop a feeling how they achieved the target under any circumstances. Moreover, the employees can utilize their reward without waiting for the following pay-day.
*Involving the management (managers, team leaders, and supervisors) is essential to make the incentive program better and interesting. Even they are a part of this game and need equal appreciation so that they guide their sub-ordinates with positive vibes.
*A repetitive rewarding policy in smaller amount can be effective to give better scope to win incentives. To minimize absenteeism, this technique is really proving resultant in the inbound call center.
*Financial reward is the best option to motivate employees in the team. Employees tend to show better performance if they find that their additional effort is being converted to cash in their bank account or credit card.
*Employees should be given the freedom to select their own rewarding style for the contact center services they offer. Some calling agents would like to take a paid leave or some other prefer to take gifts or cash in return. Agents become less interested if the same incentive style is being repeated since the day they joined your organization.
These are some of the principles that are made in outsourced contact centers to make the work process more flexible and supportive. In addition to all the above mentioned principles, it is recommended to take suggestions from the entire team of the call center to make the program innovative.
