Anyone have any good ideas for motivating reps.

[CallCenterNinja]

I have been left in charge of a project in which I am challenged to improve my companies overall quality score. I was wondering if anyone had some input on any contests or other ways I can kick off our " Quality Drive".

Thanks!

[nkcook]

Congrats on the new project! Although I am sure challenging, depending on the resources available to you, you can make the quality drive a huge success. Do you have funds accessible to you for incentives? For example: if you observation score scale is a 1-5, you could institute a $5.00 for every 5 score acheived, on-the-spot payout. Another idea might be to work with your training department on role plays or creating some job aides on preferred empathy phrases, assist statements, greeting or closing verbiage. You may want to think about establishing peer to peer calibrations, or even allowing the agents to listen to their own calls privately and scoring themselves.

Hope these ideas help, they have worked for me...good luck!

[deathmaster1201]

In my center I was faced with a similar challenge what it was is a reconect score. My team had the worst in the company now, thank God, I have the highest. All i did was go online and download some simple awards I held a preshift every day with my people and handed them out in what i call a clap it up session.
It took a little time for it to take effect but it paid off and it was free

Hi Call Center Ninja,

Try give them tickets per point, maybe you gave the minimum of 90 and every point up is a raffle ticket; if you make better numbers you get more possibilities. First make a survey and find out what they would like to get, sometimes you think is money, but they would like too a good romantic diner for two, movie tickets, a PC, a good parking lot for a month, etc you will be surprised when you know what they really want.
We make to the Oscar’s event, they dress their workstation as a movie, and we made prizes and the daily was diners and movie tickets, the final 3 prizes was a TV, a bicycle and a DVD player.
Just you need to know your budget because the possibilities never end.

Regards