There has to be some reason why your call center agents will push themselves beyond their usual limits. The motivation could come from any aspect of their job: the challenges of telemarketing, the targets need to hit in lead generation, or simply the satisfaction of solving the problems of customers at the answering service desk. Job related motivations are always a major moving force. But beyond a certain point, BPO agents want to be rewarded monetarily as well. This stems from the growing belief that they are instrumental in getting more profit for the BPO service unit. So, they are entitled to a share of the spoils. If the sales lead generation achieves more than what was targeted, the agents working on the project would want their efforts to be appreciated.
Nothing works better than incentives in these matters. Call center agents are not always expecting a rise in salary at premature times. They know that the BPO unit will evaluate their performance and give them a hike every 6 months or a year. For short term gains that they help the call centers to achieve, they would like to be rewarded with incentives. The practice of offering incentives to high performing agents has always existed in telemarketing. It’s just that in the present scenario, it has become a necessity. Incentives keep your agents on their toes, breed healthy competition and also pull down the attrition rate.
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