Incentives

[ACS08]

Hello I'm new here, was wondering what types of morale boosters are used by other people out there for agents meeting deliverables

[smcal1]

We have been giving gift cards, as well as awarding coupons for drawings.

[wanjiruokwiri]

Motivation vs. Morale

Before you can implement a motivation and incentive program, you must first understand the difference between motivation and morale. Morale focuses on long-term values, But parties and games don't touch morale. Morale happens when you create a trusting environment where supervisors communicate with agents in an honest, direct and inspiring way. Merriam-Webster defines morale as "the mental and emotional condition (as of enthusiasm, confidence, or loyalty) of an individual or group with regard to the function or tasks at hand."While it sounds simple enough, lack of morale is often the underlying problem in many call centers. When agents don't feel trusted, respected or valued, it translates back to their work. For example, in anonymous blog maintained by a call center agent, the author frequently states how lack of recognition from supervisors and other high-level executives has taken a toll on employees' morale. In one entry, the blogger tells the story of a pizza party meant to be an incentive for reps. However, during the entire meal, the call center's general manager (who sat in a nearby office) didn't take the time to join them or even acknowledge their presence.

The story illustrates how easily something that is meant as a motivational gesture can actually have the opposite effect. In this case, agents were actually de-motivated by the manager's lack of attention.

In another entry, the writer explains his lack of motivation to assist with high call queues once his shift has ended: "This is not just because I don't care anymore, I still do to some extent. But I notice that even the supervisors and senior people don't stay around either. There could be calls holding more than [five minutes] and they leave. It's just understood by everyone, and never discussed."

So what can you do to prevent your agents from getting as frustrated as this blogger?

* Physical needs. Are agents working in a clean and safe environment? Is equipment such as chairs and headsets in good condition?
* Mental needs. Do agents receive enough training and coaching to do their jobs with confidence?
* Emotional needs. Do agents have a sense of belonging and experience positive relationships at work?

Have a Plan

"If you don't know where you're going, you won't know when you've gotten there.

Most experts recommend that think about exactly what you hope to accomplish. Review your company's goals for the year and find a way to relate those goals back to the call center.

A lot of companies miss out on opportunities to provide meaning by not ensuring that employees understand the company's strategy, how they fit into it and what they do on a daily and hourly basis that contributes to it, It might be hard to articulate this to individuals but it's something that needs to translate into the daily conversation between agents, coaches, trainers and supervisors.
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