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Article : Motivating Employees to Take Pride

In the contact center industry, the customer representative is the face of the company. If an agent is not happy about their work, it will be reflected in the way they treat clients. We asked industry experts for their tips on influencing and motivating employees to take pride in their work.

- A survey by Joss Jalbert, ContactCenterWorld.com

Diana Dubois
Director of Marketing
Credit Protection Association
United States

"In our company, we praise and show recognition to employees when they meet or exceed a goal or demonstrate exceptional performance. We believe that being valued is an important factor for an employee to succeed in a company. We try to manage morale by creating an inclusive environment where all staff has a chance to give input and participate in operational decisions. To influence our employees, we provide individual coaching, internal written and verbal communication, and regular feedback with performance reviews. We set clear goals and targets and provide an ample amount of effective training for the agents to best perform their job.
We employ non-financial incentives through the use of a big screen monitor mounted in the call center that portrays each agent’s dollars collected, hourly stats, and their ranking in relation to their peers. This serves as a highly effective incentive for each employee because it encourages them to try harder to increase their stats. We motivate our employees by offering incentive programs when quotas are met or exceeded. We have daily and weekly contests in which employees with the most dollars collected and best customer service are able to earn gift cards such as gas cards or Wal-Mart gift cards. We also offer a performance pay package where the dollars collected by each agent determines the amount of his/her pay increase."

 
Aminudin Zainodin
Assistant General Manager
Hong Leong Bank
Malaysia

""Your are the voice of the Company!!!" In AmBank we always emphasize on "people are the most valuable asset in the company". Whatever their actions will refelct on customer's perception of the company. Noted all the achievement of our employees no matter how small it is and as an employer, we always "put ourself in their shoes" while they are putting themselves in "customer shoes"."

About Hong Leong Bank

Hong Leong Bank is a bank in Malaysia. Hong Leong Bank was founded by Lam Ji Chiew and began its operations in 1905 in Kuching, Sarawak under the name of Kwong Lee Mortgage & Remittance Company.
 
Nitin Mahajan
Technical Support Manager
Infosys
India

"Do an appreciative enquiry and you will find the employees are far more interested in sharing what they achieved. Recognising their achievements in front of others also motivates the employees."

About Infosys

Infosys BPO is an end-to-end outsourcing services provider. We address your business challenges through our integrated IT and business process outsourcing solutions. We unlock business value by applyi... (read more)
 
Kaye MacDonald
Head of Service
BT UK Customer Services
United Kingdom

"We are a very close knit team that know and understand that success of the site as it is a contractor site is entirely in their hands. If we deliver the highest level of service, and quality of work with best productivity then it brings with it pride as we know we are the best and always aim to be at the top. We bring in operational team competitions to help bring fun into the operation."

About BT UK Customer Services

BT is provider of communications services and solutions for everybody in the UK and for corporate customers in the rest of Europe, with global reach through partnerships. BT provides services for all... (read more)
 
Barb Bleiler
Solution Deployment Leader
WPS Health Insurance
United States

"remind them of how they would like to be treated and keep this in mind - people on the other end of the line only wanted to be handled and addressed in the same manner you would"

About WPS Health Insurance

Providing Health Insurance to individuals and groups in the State of Wisconsin
 
David Lee
Director - Central Outreach & Engagement
Landmark Health
United States

"Continuous positive feedback, their specific impact on other departments when the job is done right the first time and everytime. Employee are empowered to be heard and management listens to their ideas and make the necessary changes to accomodate when appropriate"

 
Stacy Spradling
Director of People Services
STARTEK USA
United States

"You must first set out to identify what motivates each employee. By understanding what drives an employee one can effectively influence the employee's performance and work attitudes. Some employees are happy to receive public recognition, while others are terrified by the idea. A hand written thank you note or a small token of appreciation will encourage the latter, while a round of applause in front of their peers is more likely to motivate others."

About STARTEK USA

StarTek is the customer care expert in business process outsourcing. Our job is to improve and manage the customer experience for our clients. StarTek’s suite of solutions includes sales, order manage... (read more)
 
Jackelene Aquino
Country Human Resource Manager
Concentrix Philippines
Philippines

"First, we provide them sufficient training for them to be very knowledgeable about their job.
Second, we conduct consistent performance evaluation.To check if they live up to the standards.
Third, we reward them publicly for a job well done and reprimand them privately if they don't."

About Concentrix Philippines

Aditya Birla Minacs is a business solutions company that partners with global corporations in the manufacturing, retail, telecom, technology, media and entertainment, banking, insurance, healthcare an... (read more)
 
Shah Hamdani
Technical
Elevator Controls Corp
United States

"Track call issues and give advise on how may resolve, to allow them to follow up and get issue resolved and not only learn from the expercience, but come out feeling have actually helped someone out of a tough spot."

About Elevator Controls Corp

provide customer service and technical support in setting up, adjusting, and troubleshooting elevator systems world wide.
 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Retention Team

Read today's tip or listen to it on podcast.

Related Editorial

Published: Wednesday, May 5, 2010

Printer Friendly Version Printer friendly version

2023 Buyers Guide
Get Listed
Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.
2.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.
3.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.
4.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.
5.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
6.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
7.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.
8.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
9.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
10.) 
Synthetix

Knowledge: For Your Team
Synthetix’s intelligent knowledge base software, Knowledge: For Your Team empowers your agents whilst fuelling your digital customer service channels.

With one centralised source of knowledge that is simple to use and update, providing customers with the right information – whether that be through self-service or direct – is efficient and always consistent.

With their own integrated knowledge base that recommends articles based on what they’re typing and decision tree technology that produces scripting, agents are more productive and Average Handling Times can be reduced by 25%.
 

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