Call centers are often subject to high turnover and absenteeism and low employee engagement. Companies in the call center or contact center industry can turn to incentive program solutions such as peer to peer recognition, customer service and attendance awards to combat these problems.

Awards Network's flexible online incentive programs allow each client to tailor the program to specific organizational objectives. With Awards Network analytical reporting capabilities, organizations are able to determine the progress of an incentive program anytime, anywhere.

Case Study

Situation:
A client approached Awards Network to assist in rewarding, engaging and recognizing their call center employees with incentives.

Solution:
Awards Network designed a custom online incentive program that allowed employees to access the program website with a unique username and password. The client awarded points on a monthly basis to each of the incentive program participants. Each user's account contained baseline targets that need to be attained to earn award points. Through the client's intranet, notices were posted informing recipients when points were uploaded. With 15 different categories/point levels of lifestyle merchandise, each employee qualified for the lowest level, provided he or she did not have an unexcused absence for the first 2 months. After the kickoff period, emphasis was heavily placed on monthly sales goals and customer satisfaction ratings. Finally, after 6 months of the incentive program, employees were then able to earn points for improving their processing times.

Since the incentive program goals were introduced over a 6 month period, emphasis was equally placed on the organization's various objectives. Throughout the incentive program, employees were able to nominate co-workers for different reasons as part of the incentive program's peer to peer recognition component.

Benefits and Results of the Employee Incentive Program:

• Employee retention rates increased by 25%
• Attendance rates increased from 85% to 95%
• The number of employees who reached their monthly sales goals improved by 25%
• Overall processing time for calls in all areas decreased by 15%
• The customer satisfaction rating soared from 79% to 90%
• Employee engagement increased dramatically

Are you ready to engage and recognize your call center employees? Contact Awards Network today to discuss your employee incentive program needs.