If you run any incentive scheme ensure it’s fair and everyone has an equal chance of winning. An example of an unfair scheme we came across was when we visited a travel company’s contact center. The company was pushing a new travel insurance product and offered a prize to the first person to sell one of the new products on day 1. However the company did not take into account the rota system which meant that at 7 am when the incentive was announced only a few of the agents were in. The prize was won at 8:15 am and some 75% of agents did not even get a chance because they had not started their shift – when they did arrive they were told of the scheme and that it had already been won. You can imagine the morale of those agents who missed out on a chance to win!
Do you have a regularly clear out of your voice mail messages? Recently we have come across several organisations where you are asked to leave a voice mail message and then get a message to say you can’t because the mail box is full! Make sure you have a procedure to ensure your staff do not hoard messages as you are taking up valuable space and voice mail message boxes, when full often bounce, or stop all new messages – the same applies to e-mail messages.
When it comes to rewarding agents who excel or achieve targets, etc. a ‘no cost’ reward could be to let them choose their own rota for the next rota period. It’s little things like this that can make a great difference to morale and won’t break the bank!
There are always some major sporting events going on somewhere in the world. If you have teams of agents try linking them to the events for some fun. For example with say the World Cup football championships, give every team in your contact center an identity of one or more (if you have less teams than those competing in the championships) of the competing football teams. Then, as the championships develop give your winning teams (corresponding with winning football teams) some extra perks or small prizes. When it comes to the finals have some better perks or prizes. A little fun goes a long way to help motivate your staff!
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