Looking for CSR cross-selling ideas

[mcgee]

I am researching ideas for incentives, themes or other motivators to boost a cross-selling program that we would like to initiate for CSRs in our call center.

I welcome your ideas, success stories and warnings:) Thanks!

[mhaqqi]

Hello Mcgee,

There is a variety of incentive types that, when well-implemented, can be highly effective in your call center:

1. Merit pay: the increase in a person's base pay as a result of good performance. The amount is usually determined by the supervisor or manager and communicated to the agent during the performance review. This amount should correspond to the relative value of the agent's contribution to the call center.

2. Bonuses: A one-time lump-sum payment that is completely separate from base pay. Bonuses are often given when an agent or team achieves a significant call center objective; i.e., a specific quality or productivity goal. Bonuses can also be used to encourage agents to strive for short-term objectives. For example, managers may give quick cash awards to agents/teams whenever they sell a particular product during a special promotion.

3. Awards: One-time, non-monetary rewards presented to agents and teams in recognition of good service, sales or support. Examples of popular awards include small gifts, theater tickets, dinner coupons, special privileges, paid time off, points accumulated for merchandise, etc. Other ways to provide agent recognition through non-financial incentives include: a verbal thank-you at a group/team meeting, write-ups in organizational newsletters, desirable assignments with visibility, special training sessions, certificates, etc.

4. Commisions: Usually a monetary amount given to agents for meeting or exceeding sales goals. Sales agents may be paid on a straight commisions, or salary plus commision (although some call centers pay sales agents on a straight salary basis).

For further information e-mail me " mhaqqi@cookdoor.com.eg "