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EXECUTIVE MEMBER
Safwan Khatib
Managing Director
132
EXECUTIVE MEMBER
Diana Syahriyanti
Contact Center Departement Head
109
MEMBER
Nikola Cocovic
Head of Partnerships
73
EXECUTIVE MEMBER
Sefanaia Silimaibau
Supervisor Quality Assurance & Trainer
286
MEMBER
Richard Roberts
Adviser and Consultant
82

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
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"

About Landmark Health

Landmark Health is a division of United Healthcare
 
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 - Every Contact Counts

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

Published: Wednesday, May 5, 2010

Printer Friendly Version Printer friendly version

2024 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
Pointel

CCaaSSync – Contact Center Disaster Recovery Solution
CCaaSSync is a comprehensive solution to help businesses prepare for unforeseen disasters that may impact their Genesys cloud contact center infrastructure. Our disaster recovery solution ensures that your business remains operational and continues to provide seamless customer service even in the event of catastrophic failure of your primary infrastructure.

Our disaster recovery solution is a cloud-based service that allows you to synchronize your primary Genesys cloud contact center infrastructure with your disaster recovery Genesys cloud contact center infrastructure, allowing you to quickly and easily switch over to the backup infrastructure in the event of a disaster. This ensures tha...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
 

About us - in 60 seconds!

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