White Plains, NY–You want to boost sales and performance in your call center? Try developing an incentive program to award your best performers on the inbound side, suggested Neil Sexton, president/founder of Trinidad, CO-based call center consultancy Telestreet & Sexton’s Market, during MeritDirect’s Fifth Annual Business Mailers’ Co-Op and E-mail Marketing Conference.
To maximize the impact of your incentive program, Sexton advised circulating a daily report of key call center metrics, such as talk time and number of calls taken. In addition, be sure your company pays employee bonuses on a consistent basis. And be certain to celebrate great days and numbers, such as top-selling results for the month.
But Sexton cautioned, “Be careful where you hang your carrots. You will get what you track and what you bonus on.” In other words, be sure to offer incentives only for measurements you want to boost. And incentive programs take time to establish and develop. But when done correctly, “Your employees will become self-directed.”