Paul Weald, Customer Service Innovator, outlines a simple way to motivate call centre agents with cheap, personalised rewards.
I’ve got some ideas that can make it fun in your contact centre to be able to deliver improvements that you’re looking to achieve.And I’ll start with a quote from Benjamin Franklin, and he says “Tell me and I’ll forget, Teach me and I may remember, Involve me and I learn”. So the important thing is that if you can engage and involve your contact centre and make it fun, then that will deliver the results that you’re looking for.
A Simple Motivational Trick
I first learned this through a manager in a public sector contact centre.And what he did was actually say to all of his staff, “If I gave you £5 as a special treat, how would you spend it?” And what each of the staff had to do was write down exactly what they would like if they were given a prize. Then the manager would go away and set challenges. If the performance threshold for an individual was exceeded, then that prize would actually be presented.And they had some fun with it. So, every Friday, they would have a little award ceremony in the contact centre.They found was that people were more engaged because it was much more personal to them, and as a result, the magnitude of improvement was significantly higher.
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