Executive Interview : 14 Ideas On Recognizing Staff Performance
Recognizing staff performance has been a part of the contact center industry for some time, but how do you do it properly in order to get the most out of it from a management and staff perspective? We asked our members "What should every contact center do when it comes to recognizing staff performance?"
|"Appreciate and recognize every small success and celebrate together. At the same time if you need staff to take risks and be innovative, recognize and applaud failures for trying out new ideas. Of course, there should be a balance between praise and penalty as due. Bad work should not get hidden." < br > < br > - Suresh A.V, President - International Operations and CEO Forbes Pro, Eureka forbes, India|
|"Acknowledge that. Simply praise staff for good performance and work well with those who are not meeting expectations. Praise is one of the best ways to recognize staff performance." < br > < br > - Aleš Neveselý, Senior Vice President of Customer Support Services, Y Soft Corporation, a.s., Czech Republic|
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|"To at least evaluate the staff's daily performances." < br > < br > - Doreen Facunla, Survey Contact Center, Philippines|
|"Personalize the recognition as much as possible. Not everyone likes public awards. Make sure that you are recognizing the right performance. If you are recognizing the average length of a call without recognizing the quality of that call, you are doing the representative and the customer a disservice." < br > < br > - Martha Gery, VP Corporate Ops & PMO, My Alarm Center, United States|
|"Recognizing staff performance does not always have to involve large sums of money. Sometimes it takes the simplest of things to get this right. A floating trophy for an individual that processes the most contacts, a lunch voucher, leaving the office an hour earlier, an e-mail from the big boss are some of the things that call centers can do. This can also be motivating to the rest of the team." < br > < br > - Thabisa Magxwalisa, Dealer Helpdesk & Fleet Support Manager, Volkswagen Group South Africa, South Africa|
|"Reward best performers and focus on low performers. Low performer can also be rewarded by giving them performance related targets according to their abilities." < br > < br > - Wasif Balouch Ashrafi, Senior General Manager Contact Center, ARY Services Pakistan, Pakistan|
|"Make the reward process fair, pay on time, and close to the performance." < br > < br > - Jeannette Eason, Busines Lead, Maximus, Canada|
|"E-mails, bulletin board, trophies and prizes. Find out from staff what the best prizes are." < br > < br > - Saul Berman, Contact Centre Manager, Scandinavian Tobacco Group, Australia|
|"All mammals (including us humans) crave recognition - and in-the-moment is best for consistent growth. Powerful when we recognize ourselves positively too! < br > < br > For 38+ years, I continue to coach leaders how to apply my leadership coaching system to empower themselves and to empower their staff consistently. < br > < br > Yes, the staff are in the best position to recognize and empower their own performance and growth. Here's how: Ensure all conversations (including coaching yourself) are, without exception, framed with positive energy, future-focused and designed to create a positive outcome. Create space only for results (zero space for story/reasons/excuses/blame*)." < br > < br > - Paul Litwack, Founder, The Capability Improvement Coach®, Get UNstuck NOW, Canada|
|"Display on facebook." < br > < br > - Sunil Kankal, Consultant, Turkcell Global Bilgi, India|
|"Do it loudly and broadly, communicate in a blast that reaches from the board room to the docks." < br > < br > - Darrell Watts, Owner, Miles Technology Group Inc, United States|
|"Origin & helpfulness." < br > < br > - Juhani Kaariainen, Associate, C, Sweden|
|"More of it. There is no such thing as "too much". Even recognizing what some would consider normal job functions adds incentives for others to walk down that path." < br > < br > - Damian Holznagel, Regional Contact Center Manager, Bank of the West, United States|
|"Where possible, individualize the rewards an offer to appeal to peoples individual motives and values. There is a great book "The Language of Appreciation in the Workplace" which digs into why many R&R programs simply miss the mark. When you consider your teams, who is motivated by 'acts of service', by 'gifts', by 'words of affirmation', by 'physical touch', by 'quality time'. Rewarding someone with a movie ticket who's language of appreciations is 'words of affirmation' is a missed opportunity." < br > < br > - Anthea Noonan, President, CEAD, Canada|
Today's Tip of the Day - Right Metrics?
Published: Tuesday, September 8, 2015
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