Call Center Reward Systems

When you ask your Call Center Reps to change their behavior in order to deliver Total Service and sales, be sure that your compensation system supports this role change.

Remember, many Call Center Reps don't respond to monetary incentives and commissions the way that successful telesales people do. They often cringe at words like “up-selling,” “promotion,” and “cross-selling” because these terms indicate to them a primary goal of pushing product.

When you adjust your compensation and incentive plans to support the call center training they’ve just received, be sure that you communicate your priorities so they understand that providing Total Service results in more purchases as a natural result. Provide appropriate rewards so that your Call Center Reps stay happily, confidently, and successfully in the game.

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Are Customer Loyalty and Care Linked to Sales Growth?

In a recent customer service training quarterly poll, a large % of managers stated that "ensuring the best customer loyalty and satisfaction" was keeping them up at night.

A 5% increase in customer service loyalty can boost profits by as much as 25% to 85%. Research has shown that satisfied clients lead to greater profitability and growth.

Read more about some of the best customer loyalty programs, practices and make the link between industry leading business sales and service...

What's your call center strategy?

To help understand the direction your customer care strategy is headed, consider the following:

• Are you evolving the contact center from a cost to a profit center?

• Is your culture transitioning from a service only, to a service to sales culture?

• Is your call center strategy tightly aligned with your brand's promise?

Well, was it worth takingthe time to reflect?

Search for the Right Customer Loyalty, Service & Call Center Resource. Right Now.

Introducing a powerful new Search Tool to help you track down the right Customer Loyalty, Customer Service, and Call Center Training & Best Practice Resource right now. Search this blog and the vast collection of corporate training communities and related best practice blogs with a single click.

Step 1 - Locate the Search Tool to the right of this post

Step 2 - Type your keyword search phrase. eg. Performance Culture

Step 3 - Click Search

Step 4 - Review the results, sorted by:

This Blog | Sites Linked to this Blog | Recommended Blogs

See illustration below. Enjoy.

Customer Loyalty Training Research Study Results

Over the course of the past 12 months, we conducted an online research study where visitors to our website were anonymously surveyed across an area of topics related driving performance through investments in human capital. In particular, one such survey asked respondents the following question:

What customer service or customer loyalty issue is keeping you up at night?

From a list of predefined responses, here are the results for your viewing pleasure.

1. Retaining top reps/agents--14%
2. Ensuring customer satisfaction--34%
3. Improving outsourced/off-shored service quality--17%
4. Managing and using product knowledge--26%
5. Other--9%

How would you answer the question regarding customer service training, customer loyalty training etc.?

Customer Service Communication - A Case Study

Situation:
Customer service clerks misunderstanding customers and failing to "live the brand promise" through the consistent use of clear, concise communication skills in the call center environment.

The Ad department of a regional daily newspaper took ads from many non-native speakers of English. Because the clerks could not understand the non-native speakers very well, the ads frequently contained errors, resulting in refunds to the customer.

Solution:
• Discern the accents most difficult for the clerks to understand.
• Provide a 3-hour workshop explaining the most common errors made by non-native speakers, practice in interpreting common accents and communicating more accurately with limited English speakers.

Results:
Reduction in errors made by customer service service personnel and clerks; implementation of a call center coaching program to ensure the skills transfer to long-term on the job performance.

Customer Care Best Practice Resources

From time to time, we like to provide visitors and subscribers to this blog with a refresher on where they can find helpful resources devoted to best practices in the area of Customer Loyalty, Customer Service, Call Center Performance, and related areas.

We hope you find these resources insightful and relevant:

• Call Center Coaching Best Practices
• Call Center Training Best Practices
• Call Center Measurement Solutions
• Call Center Cross-Selling and Up-Selling Solutions
• Contact Center Training Solutions
• Customer Service Strategy Solutions
• Customer Service Coaching Best Practices
• Customer Service Training Solutions
• Customer Loyalty Training Solutions

Enjoy!