My call centre is taking inbound calls booking private hospital appointments. We are looking for a scheme that will incentivise making the most of each and every potential booking. However there is a slight complication that we get some calls that are not really for us and that we have to transfer elsewhere in the company. I am looking for ideas and details please especially in call centres of a similar format. Hotel bookings / hospital bookings / healthchecks bookings etc.. Thanks in advance for any replys
How do YOU incentivise your team in your inbound bookings call centre?
Call Centre Helper Forum » Call Centre Management
(3 posts)
On a contract I was managing we used a company who provided incentive based games which went down really well and got the agents really engaged. We also used a points based system by which each time an agent booked a holiday, hotel etc they got a set amount of points which was tallied up at the end of the day/week/month and the agent with the highest points total got a half day, gift voucher, bottle of wine and also recognition of having their name on the whiteboard as being that day/week/month champion.
Posted 1 year ago
There are 2 ways of doing this - points based as above which works well and %age based. In all sales teams you get a percentage of calls that will not be relevant to the team so you need to set your conversion rate knowing what that percentage is i.e. if 5% are not sales related you have to discount it and set a conversion target based on 95% of calls received. It will be fair across the team as over a period the number of unrelated calls to an individual will even out, they will have days when they will receive a higher %age of unrelated calls and another day when they recieve fewer.
Posted 1 year ago
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