Call Centre (Customer Services) - Incentive Schemes.....Ideas?

buckeejit

buckeejit

buckeejit

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Hi, I have to come up with some incentive schemes for our exployees. It’s for the inbound (customer services) part of the call centre. Customer Services has about 40 people. I don’t want to use that much money. I would like ideas of what kind of things could be run. The morale is really low because there are no incentive schemes. If any of you has any ideas they will be welcomed lol.

Thanks
 
Extra day or two off for the best performer? Used to do that where I worked, and kept a tally of who was doing best. Made it into a competition. :)
 
Is the customer service dept split into regions or teams ?

You could make things a little competitive between the teams then it might improve morale through a sense of achievement. Offer up a case vino or some vouchers or anything that will get them working towards their own respective goals.
 
I would imagine time off each week (say 1/2 a day off, friday afternoon?) for the best performing would be a winner.
 
Ask your staff what incentives they would like, make them feel part of it. Also why is moral so low in the first place?
 
Sometimes employers get it totally wrong and think they're being nice by offering something totally crap which actually makes morale even lower as it shows just how much the staff are worth when they hand out a mars bar for the best performer or something equally as bad.

Maybe a red letter day event every month for the best performer with a proper outing for the whole team if they meet certain targets. Like if they hit target 1 then outing going go-karting, target 2 equals day out driving tanks :D and outing 3 is skydiving or a team holiday somewhere! Every 6 months make sure to take everyone out drinking!

If you can't afford it, just don't do the rewards and do some kind of percentage based bonus scheme based on profits. So some of the profits are shared out to the people who pull in the business but again it has to be a worthwhile amount otherwise it will do more damage than good.

If someone sees £20 extra at the end of the month in their pay packet they will feel like a monkey. If they see a couple of hundred then they know the company sees the value in their work.
 
lock them all in a basement, people who perform badly are abused by their own father.
 
buckeejit said:
The morale is really low because there are no incentive schemes.
Click to expand...

Morale is probably low because they work in a call centre.

Speaking from my own experience (I've worked in a few) the only incentive scheme that I didn't hate was time off\more money.

So early finishes for good performers, or a monthly\quarterly bonus if they hit their targets. I wouldn't waste your breath on anything else.
 
buckeejit said:
Hi, I have to come up with some incentive schemes for our exployees. It’s for the inbound (customer services) part of the call centre. Customer Services has about 40 people. I don’t want to use that much money. I would like ideas of what kind of things could be run. The morale is really low because there are no incentive schemes. If any of you has any ideas they will be welcomed lol.

Thanks
Click to expand...

as Krusty said
more productivity = less whipping (krusty laugh)
 
Homeserve have a thing where the best performer/most improved overall agent gets to drive the company mini cooper with fuel paid for the month.
 
You have to be careful with incentive schemes. If your top 3 or 4 performers make off with the prize every month, no one else will even bother to compete. Net result: no change.

Remember that little things get people through the day. Even stuff as obvious as a machine that vends decent (and free) tea and coffee is a start. A fridge stocked with free canned drinks. Hell even things like someone bringing in a box of ice creams on a hot day all make people think "hey I'm wanted here".

At the end of every couple of months, if targets are met, out they all go for a company-funded meal with non-stingy drinks allowances.
 
Where my brother works they run quarterly incentives with the winning team getting exceptionally good prizes. Some of the ones I am aware of include:

Tickets to the Man United Charitable Dinner (end of last season I believe)
Weekend to Lapland (obviously the Christmas incentive)
British GP tickets.

That said, the company my brother works for is pretty big and has links with some very big organisations.
 
buckeejit said:
I don’t want to use that much money.
Click to expand...
The morale is really low because there are no incentive schemes.
Click to expand...
Right.

The company I work for offers no incentives to work here, and it's ****. Plain ****, and is the main reason that an SME is going to lose a third of its intellectual property powerhouse in the space of a few months.

Try free lunches every friday, or something similar, from a decent quality catering company (not free pizza, I hate my company for that). Monthly prizes, anything. Decent wages would probably help with you operating a call centre.

Treat your employees properly and spend some cash or don't, just don't do something half-assed trying to pretend you care.
 
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