Observations-on-Operations: How do you recognize a job well-done by your agents?

[Moderator]

Observations-on-Operations Interactive

The Observations-on-Operations Interactive segment is a variation of the regular Observations-on-Operations article found at http://www.callcenterops.com/newsletter.htm
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An call center agent was recently overhead asking that their efforts be recognized. Clearly, this agent's need to be recognized had reached a boiling point. Fair enough. Day in and day out, responding to customer needs is demanding. Recognition is a key element for agent morale.

How do you recognize the job well done by your agents? Share your successes, advice and ideas by clicking on Post Reply.
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[bzwack]

We recognize our Call Center Reps in two ways. First, we have a "Wall of Fame" bulletin board on which we post accomplishments of our agents who have gone above & beyond, as well as their team's accomplishments (metrics).

Second, we select an "Employee of the Month" who wins a Gift Certificate, a plaque signed by the HR or Ops manager, and a parking spot for the month.

[Jimmy Childs]

When Quality Assurance monitors an agent in our call center, the agent is scored on technical and customer service performance. The agent receives a "Reservation Feedback" form from Quality Assurance. Quality Assurance is trained to not only point out any mistakes or areas of improvement needed but to also recognize what the agent has done well. All "Reservation Feedbacks" must include recognition for those things which the agent has done well. Agents are applauded in their feedbacks for improvements which they have made since their last monitorings. We have found that agents are not as defensive and generally strive for better performance when their good performance has been recognized. If quality assurance cannot find anything positive to recognize then it either needs to look harder or the employee should not be an agent.

[DONNA ABNER]

Originally posted by Moderator
Observations-on-Operations Interactive

The Observations-on-Operations Interactive segment is a variation of the regular Observations-on-Operations article found at http://www.callcenterops.com/newsletter.htm
_________

An call center agent was recently overhead asking that their efforts be recognized. Clearly, this agent's need to be recognized had reached a boiling point. Fair enough. Day in and day out, responding to customer needs is demanding. Recognition is a key element for agent morale.

How do you recognize the job well done by your agents? Share your successes, advice and ideas by clicking on Post Reply.
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WHEN I MONITOR AND MY REP HAS A GOOD CALL I GO OVER TO THEM AND GIVE VERBAL PRAISE THAT IS VERY VISABLE TO THEIR PEERS.

SOMETIMES I EVEN GIVE THEM A LITTLE STICKER, PIECE OF CANDY OR SOMETHING.

IF IT IS PRAISE OF ANOTHER KIND, I SEND AN EMAIL OF PRAISE LETTING THE WHOLE TEAM KNOW.

I ALSO TRY TO PRAISE 4 THINGS AND OFFER COACHING ON ONE THIS HAS BEEN A GOOD RATIO FOR ME.

[Stuart Lyme]

If the agent/s have got to that stage then the culture of the centre is not what it should be. Constant recognition that the agent/s are the face of the company is imperitive. The Call centre manager can facilitate this with great effect by empowering the Team manager/s with recognition incentives that can be passed to the agent/s immediatley, it may involve extended lunch breaks, latter start times etc.

I have found that the little things such as recognising the person with a "Good morning" from myself and all senior managment, goes a long way to making the crew aware that you know who they are and that the company appreciates the role they play in the business.

[DONNA ABNER]

Originally posted by Stuart Lyme
If the agent/s have got to that stage then the culture of the centre is not what it should be. Constant recognition that the agent/s are the face of the company is imperitive. The Call centre manager can facilitate this with great effect by empowering the Team manager/s with recognition incentives that can be passed to the agent/s immediatley, it may involve extended lunch breaks, latter start times etc.

I have found that the little things such as recognising the person with a "Good morning" from myself and all senior managment, goes a long way to making the crew aware that you know who they are and that the company appreciates the role they play in the business.

I AGREE, JUST STOPPING BY AND ASKING HOW THE KIDS ARE OR HOW THEIR WEEKEND WENT GOES A LONG WAY. I KEEP 3X5 CARDS ON EACH OF MY REPS WITH INFO ON IT LIKE THAT. I ALSO GIVE THEM LITTLE QUOTES OF DIFFERENT MOTIVATIONAL THINGS I PICK UP, THEY LOVE THAT.