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Behavior-Based Agent Motivation - If this/then that

HR Management for CX, CX Culture

Motivating a team of customer service agents can be daunting for a team leader.

With so many different metrics to measure, skills to teach and evaluations to assess, these individuals are pressed for time every day. What’s more, when team leaders are short on time, agent recognition, for instance, can be overlooked. These are missed opportunities to motivate an agent to operate at peak performance levels – leading to fewer successful upsells, sales conversions or customer rescues.

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Conditional Recognition

Behavior-based programming brings conditional automation to the customer service performance management process, leading to efficiency and heightened motivation. New tools are making it possible to set conditions that trigger actions once they are met. These triggers can be set up at the team or agent level, apply to select KPI thresholds and performance timeframes. You and your team can configure these rules according to your needs.

For example:

  • If an agent achieves a CSAT score of 90% or higher, he/she receives a “Top Performer” badge.
  • If the entire customer support team achieves an average handle time (AHT) of under 60 seconds for a two-week period, each member will receive a public mention on the social community wall.
  • If all the agents assigned to a specific shift achieve a first contact resolution (FCR) score of 80% or higher, each will receive 100 Karma points, which can be exchanged for prizes in the company store
The Value
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There is tremendous derivative value in these types of condition-based customer service tools, including:

  • Hands-free agent motivation – Team leaders have the benefit of hands-free motivation. The system automatically inspires their agents without them having to do anything. Agents become happy and team leaders free up time to focus on training.
  • Friendly competition – Agents receive pride badges and public recognition for a job well done. This inspires friendly competition amongst agents, which drives up performance levels across the board.
  • Job pride – When agents receive recognition for their hard work, they gain pride and satisfaction in their job, thereby working harder.

According to Forbes, “87% of customer service agents who are ‘very satisfied in their job’ are willing to work ‘especially hard for their organization’s customers’; only 8% of agents who are dissatisfied with their job are willing to do the same.” (Forbes)

 

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Questions to Ask Yourself

In order to determine if condition-based customer service tools like those mentioned in this article are right for your organization, you can ask yourself the following questions. If your answers to two or more are “no”, you should consider such an agent motivation solution.

      1.   Are all of your agents achieving CSAT scores above 90%?

      2.   Is your average agent NPS score above 92%?

      3.   Do you have lower than a 3% agent attrition rate annually?

      4.   Do all of your team leaders leave hand-written kudos notes on agents’ desks at least once a week?

      5.   Do your team leaders regularly and publicly recognize agents for stellar performance?

Customer service teams are becoming more and more critical to the success of organizations across virtually every industry. With agent motivation tools at their disposal, these teams are better equipped to satisfy customers and achieve competitive differentiation.

We welcome your comments below!

To learn about Playvox’s comprehensive agent optimization software suite, please visit us here.

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