subject: Lead Generation Motivation: Incentives [print this page] Lead Generation Motivation: Incentives Lead Generation Motivation: Incentives
If you go by the modern corporate culture, motivation is a key ingredient. Without proper motivation, your call center employees will soon find their daily work dreary and monotonous. When people work just for the monthly salary, they often tend to lapse into mediocre work. To pull them out of this state of stasis, BPO managers have to motivate them daily. Somebody rightly said that motivation is like taking a bath; you have to do that every day! Motivation can be done through words of appreciation, gratitude for quality call center services and also through incentives. Studies have revealed that the third form is the most effective among the employees. Let's find out how the agents in your firm can be motivated to achieve higher than what they usually do.
To begin with, you need a transparent performance appraisal system. BPO managers often don't have that and select someone through dubious methods. Even if they have the best intentions on their minds and have been fair in their judgment, this sense of impartiality doesn't come across to the agents. They complain of favoritism and that is so infectious a thought that even the receiver of the reward feels slighted. That doesn't motivate anybody in the telemarketing unit. Rather, employees give up hope taking it for granted that however hard they may work, they can never satisfy their superiors. To steer clear of all this negativity, explain the appraisal process to the team. They must know why their peer got something and they didn't.
Incentives could be in the form of monetary reward, gifts or certain additional privileges. When it comes to money, you can initiate the practice of spot incentives. When the lead generation agent has attained a cross selling or up selling, the BPO manager can immediately reward them with a cash prize. It may not be hefty, but the symbolic gesture is that is more important. It spurs on the agents to work harder to achieve the same incentives. You can reward the call center agents with gifts at the end of every month. Select the top performing agents and reward them in front of their peers. Make the employee feel special. This is contagious. You will soon find the others vying for the same prestige by call center services that is above average.
There is another aspect of incentives that cannot be bought with money. That is the appreciative gesture and words of praise. Call center employees are always looking for those words of encouragement and support from their superiors. Telemarketing agents perform under severe pressure. They have to deal with aggressive customers all the time. It takes a toll on their mental health. A smiling face and a pat on the back is all they need when they are down and out. That's something that the BPO managers should be ready with. It may be that the lead generation agent is not being able to hit the target on a certain bad day. If the manager loses temper, he loses the loyalty of the employee as well.
