Three Ways to Motivate Your Agents (Besides Money)
The old adage “you get what you pay for” may be true, but there are times when it is simply not possible to reward your best agents with the raises they may deserve.
Thankfully, there are other methods that can be just as successful, and keep those superstar agents from seeking other employment. Try these three ideas and let us know if they work!
1. Encouragement in Coaching
Too often, training sessions focus only on what an agent did wrong. After too many of those, the agent will either quit or tune out the feedback.
Agents that only get things wrong won’t be with you long anyway, so it’s safe to assume that the rest are doing a generally good job – there are just some areas where improvement is possible. Make training about what went well – praise the areas where each excels. And when some correction is needed, help them to understand why the change is necessary, so it doesn’t sound like criticism for the sake of criticism.
2. Meet Your Customers
“Customer service is our top priority” is a nice slogan, but by itself it won’t motivate an agent to a better performance. However, such messages are more effective when delivered not from the manager, but from the customers themselves.
Share any customer data you have with agents, from surveys to interviews to recorded calls. Or take it one step further and set up one-on-one conversations between agents and your best customers. Let them meet the people that rely on them for a quality experience. If they can picture a real customer in their minds as they take every call, it will motivate them to bring their ‘A’ game every time.
3. Friendly Competitions
Divide the agents from each shift into two groups – boys against the girls, newcomers against the veterans, fans of opposing sports teams – and have them compete for better performance on specific customer service goals.
And here is one extra tip: Monet Metrics, which delivers the means to analyze agent performance, and personalized scorecards that motivate agents to self-manage their performance.
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