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Posts Tagged ‘incentives’

Do More Even When You Think You’ve Done Enough

In the past, we’ve talked about how it’s critical to keep your agents motivated and engaged. Customer satisfaction is directly affected by whether your agents care to handle callers and their issues efficiently and professionally. We’ve provided some tips for increasing agent engagement, such as providing higher-value work and offering incentives during peak periods, as well as making sure agents aren’t over- or under-worked. Unfortunately, one of the biggest challenges to keeping agents motivated and engaged is the nature of the call center. Dealing with frustrated customers and their issues can, understandably, take a toll on even the most conscientious agents on your team. Read more of Do More Even When You Think You’ve Done Enough

Tags: agent engagement, agent productivity, best practices, customer loyalty, customer satisfaction, incentives, turnover

Three Tips for Keeping Agents Engaged During the Holiday Season

Many organizations are heading into one of the busiest seasonal peaks of the year. This timeframe–including Thanksgiving Day, Black Friday, Cyber Monday, Super Saturday, and the entire Christmas holiday shopping season–is an opportunity for your business to gain new customers and retain existing ones through excellent customer service.

Read more of Three Tips for Keeping Agents Engaged During the Holiday Season

Tags: agent activity, agent productivity, customer loyalty, customer satisfaction, economy, incentives, motivation, service levels, trends

What To Do When Performance Metrics Plateau?

On a short-term basis, your contact center can experience fluctuations in overall performance. You may be able to predict these fluctuations, such as higher call volumes resulting from new marketing programs or product discounts. Although these types of fluctuations are expected to occur, you generally want overall performance to improve over time. Read more of What To Do When Performance Metrics Plateau?

Tags: abandon rates, agent productivity, call metrics, call volume, customer loyalty, customer satisfaction, customers, incentives, KPI, metrics, motivation, service levels, Training, trends

Motivating Agents by Focusing on Higher-Value Work

Over the last couple of months, we’ve talked about the effects of staffing cuts on your contact center and how to mitigate them. Unfortunately, the economic reasons that often prompt staff cuts also make it difficult to provide financial incentives for the staff we have left.

In July, Bloomberg BusinessWeek published the article “Employment Costs in the U.S. Increased 0.5% in Second Quarter”, stating that businesses have avoided raising salaries due to high national unemployment figures. With almost 13 million people out of work in the U.S., the article quotes Tim Porcelli, chief U.S. economist at RBC Capital Markets LLC in New York, saying that “wage growth has slowed very sharply. In real terms, we’re actually negative.”

The only upside to this economic situation is that your agents aren’t likely being lured away by competitors offering better salaries. However, just because agents realize there are no financial incentives in moving on doesn’t mean that they’re happily serving your customers in an efficient and productive way. We’ve all dealt with unmotivated or disgruntled agents who (unconsciously or not), damage the reputation of your business with poor customer interactions. Read more of Motivating Agents by Focusing on Higher-Value Work

Tags: agent activity, agent productivity, customer satisfaction, economy, incentives, motivation, service levels

Tips for Engaging Contact Center Staff in Key Metrics

Over the summer, we talked about the importance of defining key metrics such that they help your contact center contribute to the success of your business.  We hope that the information has helped you to set achievable metrics based on sound analysis of the factors that are critical to business objectives. Now, let’s look at one of the biggest barriers to meeting those objectives: lack of motivation among your employees to provide the service levels necessary to meet the targets.

We all hope that our employees find meaning in their work. Interest and engagement are great ways to keep employees invested in their jobs, which in turn, leads to lower turnover and higher ROI for your business. In many cases, however, the nature of contact center employment means that staff works regularly in highly frustrating or stressful customer interactions. Depending on the type and size of a contact center, many agents may be simply working for a paycheque, with plans to move on to other careers or opportunities. More often than not, reducing employee turnover is a fulltime endeavor, let alone finding employees who are interested in contributing to higher-level business objectives.

Here are some suggestions that may help you increase buy-in from your contact center staff on key metrics. Read more of Tips for Engaging Contact Center Staff in Key Metrics

Tags: agent activity, agent productivity, business objectives, incentives, KPI, metrics, motivation, service levels, statistics