Every contact center is looking for great agents. You know, the employee that is well-rounded, reliable, flexible, up for a challenge, and performs their assigned tasks well without having to be micromanaged. Once you find those team members, what does your contact center do to keep them motivated and happy? Is there a way to inspire others on your staff to strive to improve their performance? One way to boost morale and spark success is through positive reinforcement in employee recognition programs.
Positive Reinforcement
Psychologically, we all respond to positive recognition in a way that triggers reinforcement that our actions were correct. By rewarding good behavior, attendance, or performance, your contact center team will develop a deep sense of involvement in their work and adopt the desire to continue the actions in hopes of receiving additional praise or rewards. Now, we know that team dynamics are much more complicated than this simplified explanation of positive reinforcement. But that is how it works on a fundamental level.
Employee Recognition or Reward Programs
Yes, positive reinforcement can be as simple as a conversation praising the agent for a job well done. Yet, think about increasing the visibility praise by expanding the audience to include teammates and executive members. Nothing puts a smile on someone’s face quicker than a company-wide newsletter or meeting shout-out that includes their name and achievements.
To increase engagement even further, consider a program that includes more tangible rewards. Contact centers are already measuring performance with tracking systems in place to ensure quality service. Those reports can be tailored and analyzed for metrics of agent contribution. Using this data keeps things fair and equalize the opportunity to succeed. It is essential to be completely transparent with the criteria to receive the recognition or reward.
Set the rules when the program begins. Are you going to be looking at attendance, call satisfaction scores, resolution speed, or other measurable attributes? Whatever the criteria, make sure the agents know what it takes to be recognized.
Also, set the ground rules as to what will be received by the agent or agents? Perhaps ask for input from the agents to see what they might be interested in. A monetary bonus may seem like an obvious choice (this part may depend mainly on your budget). Still, you might be surprised to learn that including incentives like a flexible shift schedule or half-day Friday could be just as appreciated.
Simple Things Are Still Effective
With the continuing pandemic, many companies are currently looking for ways to cut costs, so adding a fancy performance plan may not be feasible. That is O.K. Keep your team engaged by giving praise and creating opportunities for them to shine. An engaged workforce is one where ideas flow freely, and input is encouraged. When you thank an employee for assisting on a project or providing insight on a difficult decision, they are more likely to contribute in the future. Here at Centris, we give Kudos. That’s our program to say, “Job well done!” We see the value in keeping our employees happy; it means we provide better service for our customers and yours.
