Are you utilising a rewards programme within your contact centre? The role of a Contact Centre Manager is pivotal in fostering a positive work environment, which directly impacts both employee engagement and customer experience.
Contact centres can sometimes be challenging environments, with agents frequently encountering demanding customers and facing gaps in their training. This can lead to high staff turnover rates and, more critically, customers interacting with agents who seem disinterested. Addressing these issues is crucial for improving customer experience and creating a better work environment.
In this article, we explore how Customer Success Managers and Contact Centre Managers can effectively utilise rewards programmes to enhance employee engagement and in doing so improve the overall customer experience.
The Importance of Rewards Beyond Morale
It's essential to understand that rewards alone do not create improved morale. While they can significantly contribute to retaining engaged staff, if your contact centre is plagued with disengaged employees or excessive obstacles, it's imperative to first re-examine your operational processes. For guidance on enhancing Employee Engagement, please feel free to contact us at any time (redirect to Employee Engagement page).
Why Implement a Rewards Programme?
Implementing a rewards programme is not just about boosting morale; it's about creating an environment where employees are motivated to excel. Engaged employees are more likely to go the extra mile, delivering exceptional service to customers. This, in turn, leads to improved customer experience – the best PR you could hope for.
Recognising employees for their efforts also fosters trust and makes individuals feel valued. According to a study by Gallup, recognition is a key driver in employee engagement and satisfaction.
Types of Rewards Programmes
The scope of your rewards programme is limited only by your imagination and budget. The rewards should align with the goals you aim to achieve within your contact centre. A recent Gallup study highlighted six types of rewards that respondents rated highly:
Public recognition, such as awards, certificates, or commendations.
Private recognition from a boss, peer, customer, or CEO.
Achievements recognised through reviews or evaluations.
Promotions or increased work scope or responsibility.
Monetary rewards, including trips, cash prizes, or pay increases.
Personal satisfaction or pride in one's work.
Other rewards might include vouchers for meals, coffees, or groceries, paid time off, or a performance wall displaying your top monthly performers.
Consistency and Recognition from All Angles
Rewards must be consistent and shared, and recognition needs to come from various levels within the organisation.
Do you have a rewards programme in place, or are you seeking assistance in establishing one? We'd love to hear from you and offer our support.