The BPO industry is known for its high turnover rate, but it doesn’t have to be that way. When contact center outsourcing is done correctly, you can reap the benefits of happy employees and customers. Rewarding talent at your call center goes a long way to improve the overall effectiveness of your business.
Start With the Best
In order to reward talent, you need to have talented individuals working for you. Your recruitment process needs to be focused on finding the right people for your positions. Look for candidates with excellent sales and customer service skills. Online recruitment portals, internal advertisements, and rigorous training programs can all contribute to adding talented professionals to your team. Having a productive and loyal staff begins with the point of hire.
Retaining Excellent Employees
Once you have dependable employees, you need to incentivize them to stay. Developing a culture of mentorship, training, and engagement makes employees feel valued and productive. Performance management and compensation packages both play crucial roles in retaining your employees.
Situational Leadership
Adopting a strategy of situational leadership is a great way to prioritize team building and productivity. The theory of situational leadership is that using various managerial styles according to different people produces better results. There is no one-size-fits-all approach to management. Your BPO staff is a group of diverse people who are motivated by different factors. When you have a people-focused managerial approach, you will get your employees focused on delivering real results.
Celebrating Customer-Centric Behavior
You want your call center staff to be dedicated to providing solutions to your customers. Rewarding your employees is one important part of building a company culture that values the customer experience. Here are some ways to reward employees:
- Pay attention to surveys: As you peruse surveys, keep an eye out for whom your customers are praising, but don’t stop there, listen to your employees and find out what drives them. You would be surprised to see some of the little things agents want in terms of rewards.
- Offer competitive benefits: When you provide employees with great compensation packages, they will be more likely to do excellent work.
- Give Promotions based on quality not tenure: Giving promotions based on certain qualities versus tenure allows anyone to earn the right to become a leader.
Consider rewards other than simple commission payments. Qualifying them for prizes is a creative way to create incentives. When you encourage and effortless customer experience through rewards programs, you will see increased employee loyalty and productivity.
Don’t Neglect Your BPO
Increasing performance is all about the culture you create at your company. If you neglect the outsourced aspects of your business, you will not reap the full benefits of a motivated workforce. The call centers are full of hardworking professionals who are passionate about quality assurance, customer service, and information technology.
Differentiating your company from your competitors starts with the structure and culture of your organization. You need to align your managerial style with the brand that you promise your customers. Your outsourcing destination will only benefit your business if you put in the effort to ensure you have talented employees and you reward that talent. When you have the right employees and implement smart rewards programs, your company will see more productivity and better customer service.
This blog was first published on LinkedIn.
