Friday, September 23, 2011
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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The life of a call center agent can be challenging to handle the complex deadlines involved in the telemarketing processes. In such situation it is very common that an agent can become frustrated or might leave the job to escape the complex situation. In this aspect the role played by the team leaders can matter a lot to their overall performance. Motivating them at all the levels of Call Center Outsourcing operations can bring colorful results in the calling process and hence lead them to promote professional skills with better success rate.
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