Etech has a proven track record of these bigger type contests, and our agent surveys tell us they prefer these well thought out an planned contests where everyone has a chance to win something life changing.
Cash and prize incentives tied to sales or service results when properly executed can sustain really long term results. At Etech we have tried points-based incentive programs, metric driven programs for sales and service and even setting up our own Unique Boutique store in our contact centers. If you are not careful these programs can become overly administrative and burdensome.
The best advice I can give is keep it simple. Agents need to clearly understand how they can win, both short term and long term. In this contact center, this equated to a reduction of hours a month in call time. This in turn equated to significant reductions in staffing and operation expenses. Furthermore, the quality in which calls were handled was not compromised.
Based on the measurable results of this program, the organization implemented Snowfly programs at several other locations. Save my name, email, and website in this browser for the next time I comment. Yes, I would like to receive emails from Snowfly Performance Incentives. Sign me up! We talk about culture, performance, employee satisfaction, retention… you know, all the stuff that makes a difference at work!
Implement a call center stars program. At the beginning of the week, decide on a KPI to challenge your agents to hit. At the end of the week, ask quality assurance or coaches who did the best. You can also create a wheel of appreciation—make a wheel with prizes on each wedge. When someone gets a customer compliment, they can spin the wheel. Allow your contact center agents to win things that will make their work experience more convenient, and allow them to exercise their choice.
When it comes to rewards, consider having a rotating schedule of themes. During the height of football or baseball season, offer tickets to a game. Close to the holidays? Look into bigger gift cards, gift-wrapping services, and family pack tickets to special events. Your program should also account for the various age groups in your office. A well-established mom might appreciate a spa day, but a twenty-something man might not be as interested in pampering.
Basket raffles are still widely popular for a reason. Consider stocking up on high-value company swag like hoodies and quarter zips, physical tickets and gift certificates, and highly sought-after gadgets. Things like fancy grills, gaming systems, and cell phones are great picks for big-ticket prizes.
Reach out to your marketing team to see if you can team up on any of these items for your engagement program and marketing events. Physical prizes have a secondary benefit as well: personalization. When budget is a challenge, consider using a raffle to award bigger, more desirable prizes.
A little friendly competition in the work environment is a great way to bring everyone together as a team. Build out games that have different shifts, teams, or departments facing off. Things like March Madness brackets of internal teams can generate a massive buzz in the office.
Company-wide incentives are also a great strategy to increase motivation. Ask the entire contact center to come up with a single goal to accomplish together. The reward should be something everyone can enjoy like a big party. One of the best things you can do to reduce turnover and increase agent performance is investing in their professional development. Talk with your team and figure out their end goals—can you help them get there through your organization?
Some things you can do include: providing access to skills development courses online, offering job shadowing opportunities in a department the agent might want to move to, and allowing them to attend a local industry event and then report back on key ideas. Regularly coaching your agents can help you develop them for their desired career path. Engaged agents perform better.
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