Contact Centers: When Money Is Not a Motivator

That’s why instituting only monetary rewards programs may not effectively compel all of your contact center reps to strive for excellence. Here are some ways to motivate that “other” percentage of your staff:

* Steer them to certain jobs. “Some reps simply aren’t interested in participating in aggressive, commission-based, upselling or cross-selling programs,” says Kitty Dertinger, customer service manager at New Pig catalog. “Rather, they want to give good customer service or have error-free work. We try to encourage that by steering them to jobs that reward that behavior, for example, handling fax orders, training other reps or even taking supervisory roles.” In this way, even the non-money-motivated have a career path at New Pig, Dertinger notes.