by: Brooks Webb
When a Support agent offers great Customer Service, how do you track it and how do you reward it? Here are a few methods I've relied on that go over extremely well with my team. If your department is working with a limited budget, these are great ways to reward performance with minimal impact to your bottom line.
1. The Quality Assurance team buys lunch - If you have a QA team that reviews calls and grades them on certain criteria, you're going to end each month with a top performer. If you have no budget, ask the management team or QA team to throw in a couple of bucks. You're using some of your own money, but the increased morale and continued performance will certainly out weigh the costs.
2. Best Interaction of the Week is rewarded with extended break/lunch - Whenever an agent ends a call and feels that it went exceptionally well, ask them to send you the details of the interaction. After proper vetting, determine if it's deserving of Best Interaction of the Week. You'll need to dedicate the time to vet the interaction, but if it's not deserving of a prize, you'll have a great opportunity to coach your agent on what needs improving. At the end of the week, put all of the winning interactions into a hat and pull out a name. Prizes can be as simple as 15 minutes added to the agent's lunch hour, an extra 15 minute break, or even a chance to beat the traffic by leaving a few minutes early.
3. Perfect Customer Satisfaction Surveys result in time off - You might want to run this one by upper level management first, but if you track Customer Satisfaction (CSAT) on a weekly basis, reward your all-stars. If someone gets 4 weeks in a row of perfect CSAT surveys, they are leading your team to success! Not only are they doing a great job with each customer interaction, but their good habits will likely spread throughout the rest of the team. For their efforts, reward them with extra time off.
If you're a call center agent, what would you like in return for great customer service? If you're a manager/supervisor, what have you tried and what works best? We would love to get your input!
Brooks Webb is the Manager of the Premier Support team at iContact, where his team handles all second level support inquiries, including Billing Support, Level 2 Technical Support, and Support for all Top Level Managed Accounts. Follow Brooks on Twitter @WBrooksWebb
When a Support agent offers great Customer Service, how do you track it and how do you reward it? Here are a few methods I've relied on that go over extremely well with my team. If your department is working with a limited budget, these are great ways to reward performance with minimal impact to your bottom line.
1. The Quality Assurance team buys lunch - If you have a QA team that reviews calls and grades them on certain criteria, you're going to end each month with a top performer. If you have no budget, ask the management team or QA team to throw in a couple of bucks. You're using some of your own money, but the increased morale and continued performance will certainly out weigh the costs.
2. Best Interaction of the Week is rewarded with extended break/lunch - Whenever an agent ends a call and feels that it went exceptionally well, ask them to send you the details of the interaction. After proper vetting, determine if it's deserving of Best Interaction of the Week. You'll need to dedicate the time to vet the interaction, but if it's not deserving of a prize, you'll have a great opportunity to coach your agent on what needs improving. At the end of the week, put all of the winning interactions into a hat and pull out a name. Prizes can be as simple as 15 minutes added to the agent's lunch hour, an extra 15 minute break, or even a chance to beat the traffic by leaving a few minutes early.
3. Perfect Customer Satisfaction Surveys result in time off - You might want to run this one by upper level management first, but if you track Customer Satisfaction (CSAT) on a weekly basis, reward your all-stars. If someone gets 4 weeks in a row of perfect CSAT surveys, they are leading your team to success! Not only are they doing a great job with each customer interaction, but their good habits will likely spread throughout the rest of the team. For their efforts, reward them with extra time off.
If you're a call center agent, what would you like in return for great customer service? If you're a manager/supervisor, what have you tried and what works best? We would love to get your input!
Brooks Webb is the Manager of the Premier Support team at iContact, where his team handles all second level support inquiries, including Billing Support, Level 2 Technical Support, and Support for all Top Level Managed Accounts. Follow Brooks on Twitter @WBrooksWebb
