Reward Your Way to Better Call Center Performance - Plum Voice - ContactCenterWorld.com Blog
To truly become customer-centric, and service-oriented, takes more than just talk. This should come as no surprise. There is no shortage of good advice available about what to map, measure, consider and do to create better customer experiences. But how can you change company culture to be more customer-centric in a way that’s more meaningful than just talk? And how can you drive the desired results not only from internal teams, but from outsourced teams as well?
Say. Do. Reward.
These three little words might not be ground breaking, they are remarkably similar to the more common saying of “actions speak louder than words” but this concept resonated with me after reading an article on Fast Company about what makes people to trust you. Perhaps this idea spoke to me because adding in “reward” helps you take that extra step from thinking just about your individual actions to a broader view of a group or organization.
This article also underscores the importance of aligning rewards and incentives to the principals companies express about customer service. Are you rewarding representatives for speed instead of customer satisfaction or accuracy? Are you reinforcing the behaviors you want not only by what you say, but also in what you do and in what you reward?
Rewarding BPOs In A Multi-Sourcing Strategy
The concept of aligning rewards with positive customer experience should go beyond employees and internal teams to apply to any business that interacts with customers on your behalf. This is one of the driving forces behind our endorsement of a multi-sourced call center strategy. By taking control of intelligent call routing decisions, companies can use KPIs and real-time performance data from various providers to reward the call center that is doing the best job with a larger proportion of your total call volume.
Here again is the challenge of making sure that you select the right mix of metrics to make sure that you are rewarding what mostly closely matches your vision of a positive customer experience. But, if you have two call centers fielding customer care calls, and one is consistently delivering better customer satisfaction ratings which is what you care about as an organization, then it makes sense to send more customers to that call center. Thus rewarding the vendor for their superior service.
So, by investing in the programing and logic to intelligently route calls across a selection of providers, businesses have the opportunity to leverage real-time data and better drive the results that matter most.
Publish Date: March 30, 2015 5:00 AM
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