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Recognizing and Improving Employee Performance with a Ranking System

HR Management for CX

Do you give your employees the recognition they deserve?

 

If not, you should be.

Recognizing employees’ hard work and achievements makes them feel valued and inspires them to keep pushing themselves. They may feel more engaged by their job too, which can lead to as much as 22 percent higher productivity.

But,sadly, research shows almost half of American workers questioned are unsatisfied with the lack of recognition their employers offer.

In fairness, though, it’s easy to underestimate just how important recognition is when you’re swamped with managerial duties on a daily basis. That’s why Playvox’s recognition and incentive capabilities are an effective solution, offering simple but effective ways to recognize your employees through gamification, rewards and a motivational ranking system.

Let’s take a closer look at how this works and why it matters.

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Rankings as Motivation: Recognizing and Inspiring

 

Your employees may be working for a basic salary. They may even be working on commission, too. But even both of these may not be enough to drive employees to push themselves.

Playvox’s recognition and incentive capabilities are an ideal way to show appreciation for workers’ efforts. The ranking process is a visualization of your employees’ performance and progress, based on our Karma system.

Basically, our QA software gives yourself, fellow managers and team leaders the capabilities to assign Karma points to employees whenever they meet certain criteria. Agents may even award points to each other, if you like, for some peer-to-peer encouragement.

Karma points can be configured for automatic or manual distribution, to suit your management preferences. Agents are awarded points for being active in the Playvox platform, such as completing a learning lesson or commenting on the community wall, or for receiving recognition badges.

Recognition badges are customizable, allowing admins to create a bespoke library of designs. When a badge is awarded to a user, they appear on the community wall and show company-wide recognition for the respective employee’s achievement.

Each badge can be given its own Karma point value, so it contributes to the worker’s overall points. It’s simple to set up your own recognition badges and decide which employees have the right to award them — it’s entirely your choice.

Awarding points and badges, with brief comments attached, is a quick way to engage with employees suited to even the most hectic schedule.

Employees receiving the most public recognition badges and points will secure a higher place in the rankings. This can be found in the Ranking page under Community, and employees are stacked in an easy-to-read format.

The individual’s name, picture and Karma points are displayed in this list. Managers, team leaders and the agents themselves can all scroll the rankings to understand which employees are leading the way and which are falling behind.

The Karma actions list breaks down the tasks each agent has completed to receive their points (such as ‘take a learning lesson’, ‘daily login’ etc.).

 

 

Why Rankings are Positive

 

The prospect of ranking your employees in terms of their productivity and achievements may seem a little cruel. But actually, the aim isn’t to embarrass workers or make them feel inferior to their colleagues — it’s all about inspiring them to keep improving in their role. Rankings are positive for everyone.

A major part of this is the Karma store. Here, employees can redeem their points in exchange for various rewards, unique to your business. These may be gift cards, gadgets, luxury chocolates, tickets to a gig, a day at a local spa or almost anything else you can think of.

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When your employees know there’s a tangible ‘prize’ to gain from working hard and hitting targets, they’re far more likely to aim higher. It also means even those placed lower down in the rankings will still be receiving recognition for their efforts and claiming rewards they genuinely want.

The ranking system generates healthy competition among teams, serving as a valuable element of the Community section in employee dashboards. They can discuss ranking trends, share tips for progressing and encourage each other.

It’s up to management and team leaders to introduce employees to the recognition process. Make sure everyone understands that rankings are positive, designed to help them all grow, benefiting their own skill sets, their teams and — crucially — the customer.

 

How can Management Identify Growth Opportunities Through Ranking Trends?

 

Tracking employee progress is an essential element of running a successful call center or customer service department. Your customers expect a quality experience when they reach out for support, whatever their issue, and your team should be committed to making sure they get it with every interaction.

Management and team leaders are responsible for inspiring, motivating and supporting agents to keep working at their best each day. Quality assurance software makes viewing employee performance and ranking trends incredibly simple, incorporating data from evaluations. You can see which team members are hitting targets, performing to a high standard and doing the company proud.

You’ll also gain insights into which workers need attention by studying ranking trends. The ranking system allows you to determine this in a matter of moments, just by browsing the stacked list.

To find out why workers are positioned at the bottom of the rankings, take a look at their historical data and quality scores. They may be failing to perform well on the most important KPIs consistently, showing an inability to take lessons from coaching and training on-board. In a case like this, admins, management and team leaders would need to explore other ways to help the employee improve their performance.

In short: serious gaps in service quality can be discovered — and filled — just by checking ranking trends for insights.

 

Conclusion

Recognizing and improving employee performance is a fundamental aspect of any successful call center or customer service department.

Staying motivated becomes much easier when workers are free to check their place in the rankings, view their Karma points and compare their recognition badges with colleagues’. Rankings as motivation can be a major aid to your performance strategy, driving workers to exceed their own expectations.

Admins and management can recognize which employees will benefit from more personal attention at a glance, eliminating the risk of poor performance going unnoticed. As a result, customers can enjoy — and come to expect — a quality experience whenever they contact your business. And that will be a major benefit to your retention rates and reputation.

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What techniques do you use to recognize employees, incentivize growth and improve performance? Have you ever used rankings as motivation? Share your own experiences and insights below!

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