A company’s reputation is vital to its very existence and with the world being a rather scarily transparent domain, there’s nowhere to hide. As we all know, it only takes one social media outburst by a disgruntled customer to keep your PR department busy for weeks.
Call centre staff are on the front line of your business, day in, day out, taking the queries and complaints from customers, most of whom only ring when they are confused, upset, or things have just gone badly wrong. So handling such issues within a busy call centre takes monumental patience, professionalism and an unwavering dedication to your company’s visions and values to ensure no damage to the business.
Customers are making decisions with their feet. If they’re not happy with your company’s customer service performance, they’ll check the online reviews, social media forums, talk to friends, and then find someone else who delivers. And that can make a world of difference to the size of the company wallet.
The call centre staff may not be in front of a webcam, but they are the ‘visible’ part of your company. Are they saying the right things, and in the right way? With comprehensive training, they can be calm under pressure when in the firing line, but how else can you provide staff motivation to ensure they continue to put the company and its beliefs first to deliver excellence in customer service and customer satisfaction levels? By keeping them motivated through rewards and recognition programs you can reap untold rewards.
It’s been widely documented that financial incentives do little for staff motivation and what drives them more, is recognition. Appreciation for going above and beyond, hitting targets, covering workload for other colleagues and so on.
Contact centres will view staff as their key investment
Dynamic, achievable and attainable incentive programs for reward and recognition are widely used by HR and Sales Managers to help drive employee motivation. And with good reason, as such programs directly affect the rise in customer satisfaction levels and subsequent improved customer retention and acquisition.
Developing and implementing the right platform is vital to encourage long term staff motivation, with regular employee engagement and relevant rewards that really mean something to the recipient. After all, everyone likes a pat on the back.
"There will be greater understanding of the need to invest in your staff – and the direct result this will have on customer service and satisfaction scores."