Do’s and Don’ts for Successful Call Center Incentive Programs. Recognition and reward programs will be the catalyst for quantifiable improvements in. Focus on Agent Rewards and Recognition. Use Incentive Programs to Link Desired Behaviors. In your call center.

1. Loyalty Reward Programs
2. Survey Reward Programs
3. Free Online Reward Programs

Strategy We have been doing loyalty and reward programs for many years and during that time, we have seen the good, the bad and the downright ugly. With such experience in the industry, it means our staff at Incremental Marketing Group can help you create a successful loyalty strategy for your business.

Our 20 years involvement with producing these programs has allowed us to develop our “Triangle of loyalty success”, which is our strategy that drives our loyalty programs. Online ordering platform Are your processes manual and laborious? We can help you by lifting the load and taking care of your customer’s claiming needs through our online loyalty program. While we have developed the software platform, we make it look like you. Your customers won’t be able to tell the difference between your corporate website and the loyalty claiming portal, which can be managed by our team. Also, leave it to the Incremental Marketing Group team to make the website look good. Our loyalty program software has been created as a responsive design website platform, so it’ll be simple to use on all devices, such as desktops, tablets and mobiles.

We license our software to you, which eliminates you the hassle of building your own solution and thus we implement a solution fast. Our loyalty platform software has been developed over a number of years and we continue to enhance it to ensure it has all of the latest features. It also enables us to take all the hassle out of claiming rewards with a powerful, efficient backend.

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Loyalty Reward Programs

Rewards Buying rewards is no easy feat, but we can help you with end-to-end management of your reward items, including sourcing and fulfilment. Each year, we purchase over $15 million worth of prizes, which is made up of over 350,000 individual items.

To keep ourselves up-to-date with the new trend items, we utilise over 350 suppliers. These reward items are then dispatched across Australia, New Zealand, USA and the Middle East. With such a large spend we are able to negotiate the best price possible for our clients as a way of keeping within the chosen budget. Automated Loyalty Marketing We make sure you know what your customers are doing, so you can speak directly to them throughout the process. We develop strategies, tactics and assets to communicate and engage with your members by using data-driven marketing. As HubSpot partners and Infusion soft specialists, we know the ins and outs of the tools to kickstart your automation journey.

At the most recent QATC Conference, a panel of industry experts shared some practical reward and recognition ideas. The panel supplied the first forty ideas, which were supplemented with twenty more ideas from highly engaged audience members. Below is the mix of ideas — an interesting blend of some ideas and programs that are tried and true from the past while others represent some interesting new thoughts about how to keep call center staff motivated to perform.

Distribute customer compliments for everyone in the call center to see. Attach to emails and present at team meetings to recognize the deserving staff.

Build recognition time into your daily schedule, so that at certain times of day a supervisor is actively reminded to get out on the floor to recognize good behaviors. Let agents observe their supervisors or QA analysts taking calls.

This helps them to see how the QA process works and some better ways to do things. Cook (or at least order) and serve a weekly meal to the staff, perhaps tying a group goal to a favorite meal, like a pancake breakfast or pizza lunch. Identify the unique needs of the individuals in terms of reward and recognitions that will work for them. Everyone does not want the same things. Create a Wall of Distinction and have several categories so that everyone has a chance to be recognized. Categories might be customer compliments, QA score of the week, perfect attendance, etc. Reward agents with time off the phones, either letting folks go home early if overstaffed or have supervisors take calls for a half-hour at the end of a shift.

Provide a special parking option as a reward – covered in very hot or snowy areas or a spot near the door in huge lots. Roll around a snack cart once a week and reward those who have earned snack points during the week with good adherence or performance scores. Address both good and bad behaviors as soon as possible. If you see/hear a “moment of brilliance,” be sure to recognize it quickly. Schedule a monthly lunch with senior management where agents can earn a seat at the table to have their ideas and suggestions heard. Publish names of those with service anniversaries.

Have a mini ceremony to present pins, badges, etc to recognize longevity. Implement a peer recognition program where anyone can report a co-worker going above and beyond for a customer or another employee. Allow star agents to visit other sites if you have a multi-site operation, sharing ideas about what works well in both sites. Focus rewards on most improved as well as top performers so everyone has a chance for recognition. Implement short games (under 5 minutes) to be in touch with agents on a daily basis. Small prizes can be associated with “Minute to Win It.”.

Provide time off and budget for team members to have a meal together to foster team spirit, especially if some are on different shifts. Provide each person with an MVP plaque with several squares to fill in with stickers that are earned for such things as improved QA score, perfect attendance, etc.

Recognize top tier of staff in a certain area and not always just the top performer so all feel they have a chance to be rewarded. Do regular employee satisfaction surveys, asking staff what desirable performance rewards would be for each of them.

Put customer compliments on reader boards for all in the center to see, along with other daily service successes. Reward agents with additional training that will help to address a weakness. Let the agent pick from training, workshops, and conferences that will be helpful.

Have agents do a self-evaluation on the calls that will be discussed in coaching sessions. This helps to clear up any misunderstandings about standards. Place high-performing agents into a mentoring role. Peers sometimes will accept guidance from each other better than from their supervisor. Schedule lunch or coffee time with each agent on the team to get to know each team member personally. Follow up soon after coaching has occurred to be sure the behavior has changed in the way expected. If it has, recognize it immediately.

If not, coach again. Let agents earn “super service star” points to be used for buying items from a catalog. Bring work at home agents into the center for parties or meetings a few times each year to assimilate with team and have the chance to socialize.

Consider group rewards that would benefit everyone such as new ice machines or gourmet items for the break room. Do a board game (big poster on wall like Monopoly) with every space having a reward. Rewards allow people to move forward and earn the rewards and prizes on the space. Let agents earn time off to do volunteer work in the community and then bring back photos and stories of their work to encourage others. Send around a joke of the day to cut the tension. Go to laughingtaffy.com for ideas.

Let an agent request a side-by-side with a specific QA or supervisor to get help on a specific issue with no scoring or repercussions. Read a short service book as a team and incorporate the theme throughout the area as a great way to drive home messages of quality and consistency. Review your QA form and identify those things that you would have no real way to coach for improvement in a low score. Eliminate these items from the form. Reward the best adherence numbers on each team with a “best seat in the house” award that is a nice, comfortable leather chair.

Survey Reward Programs

Create a tacky trophy that moves from person to person or from team to team based on a most improved factor. Bring a massage therapist into the break room and offer free massages during break times for those meeting performance criteria.

Allow staff to recognize one another with positive post it notes – and encourage them to be on the lookout for supportive behaviors to recognize. Recognize service anniversaries by sending cards or gift baskets to the employee’s home where family and friends can share in the success. Provide free babysitting services for those staff coming into the center for weekend work. Create a call center newsletter where staff can share their talents for others to see by sharing photography, recipes, poetry, etc. Try to reward agents with schedules they want.

Consider letting top five or ten percent of performers to work whatever schedule they want. Reward staff with company-branded merchandise, including clothing as well as other branded items to use at home. Consider more casual days than the rest of the company has since they are generally not in public view and have fewer freedoms than other areas. Find ways to reward staff for schedule flexibility by letting those that change schedules willingly to have first pick of vacation weeks. Assign good performers to be subject matter experts in selected areas and list online or in directory to show status.

Free Online Reward Programs

Look for opportunities for the team to participate in charitable projects together to build team spirit and a sense of belonging. Have each supervisor deliver a handwritten note of appreciation with what an agent has done well or improved in the last month. Use sporting themes like Super Bowl or March Madness to split into teams for service-based competitions. Bring a small trophy or balloon to the agent’s desk when someone gets a perfect score on a call or has done something special related to service. Reward staff with pre-packaged gourmet meals or meal ingredients to take home at end of shift. Have a Country Fair where staff help design and man the booths and can earn tickets to spend at each place, like a supervisor dunking booth.

Organize team members into friendly competitions with other teams and have a game of the month like bowling, corn hole, scrabble, etc. Begin tracking performance and issuing rewards as soon as training begins to communicate importance of adherence and quality from the start. Select good performers to create YouTube videos with how-to training sessions that can be used as fun refreshers after initial training. Keep a file of each agent’s spouse, kids, hobbies, etc and refer to that refresher card before a meeting if you can’t remember these.

Create a Worst Call of the Week contest where agents can enter their calls into the best example of a caller turnaround to win a prize. Engage your best performers to have time off the phones to participate on committees for party planning, center design, headset selection, etc. Keep your recognition ideas fresh.

Talk to other call centers, read recognition books and newsletters, and be creative!