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Making Call Center Incentives About Your Agents!!!

A little competition never hurt anyone, Right? So some call center competition is always good! I have found that the more effective competitions are the ones created by the agent’s direct supervisor. Why?  Because the supervisor works day in and day out with their agents.  So they know what motivates the agents and  they know exactly what incentives will get their agents to have fun while competing. In the past I had a group of people that worked the early shift and I always saw them every morning with coffee at hand. So I thought that the best way to motivate them may be with a gift card to Starbucks. Almost all coffee lovers enjoy a coffee from Starbucks.  Another time I had a group of nothing but girls who took pride in their appearance. That following month that incentive was for a makeup store called Sephora. The girls performed better than they had in the past. The agents would be able to enjoy the incentives because they would all compete for something that they all enjoyed. I also knew as their direct supervisor what metric they were struggling with. So I combined the knowledge of knowing what my agents enjoyed with the metric that they struggled with and came up with incentives. I was surprised to see how such a small thing such as a gift card brought out the competitive and fun side out of everyone. So as supervisors keep your eyes open for all those unspoken clues that your agents give you as to what they like or enjoy.  You always want to make sure that you make incentives about them.  This may help make your next incentive be a fun and effective one!!!!

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About Neri Luria

Neri Luria joins the Sound Telecom Team as the Bilingual Services Manager. Neri oversees operations and sales in our Westminster, Colorado bilingual call center. Neri’s unique talents make her a perfect fit to manage our bilingual agent staff, develop and monitor call center performance, assist with translation and provide bilingual sales assistance. Prior to joining Sound Telecom, Neri refined her skill sets with companies including T-Mobile, Money Gram, and MCI. During her last eight years with T-Mobile she held positions in the financial department and worked with their business intelligence department as a Bilingual Quality Project Specialist. She enjoys coaching and developing representatives to provide excellent service across a diverse customer base. She lives in Denver with her family and is originally from California. Neri has previously volunteered at the Salvation Army, Habitat for Humanity and other Christian organizations. She often translates for her father who is a minister in Denver, Colorado.