Rewarding Contact Center Employees: Frequency and Effectiveness of Recognition Programs

Study Overview

Incentive plans and recognition programs offered to Contact Center employees are a key driver of employee motivation and productivity. As many contact centers are shifting from being purely service centers to also taking on sales responsibilities, executives are looking to implement more flexible incentive plans fit for the goals and tasks of blended representatives.

Key Topics

This 35-slide research document uncovers the types and components of incentive programs used for pure sales reps, pure service reps and blended contact center employees, the levels and frequency of incentive pay-outs companies use to gain maximum return, and the overal lessons learned in motivating employees effectively.

Key Findings

1. Over 90% of the benchmark class offer incentive pay-outs for sales or service goals, and nearly half of the companies reward for both service and sales goals.
2. Companies that rated their incentive program highest in effectiveness rated cash incentives as the most efficient employee motivator.
3. While the large majority of companies surveyed have thresholds sales reps must reach before receiving incentives, only 59% also have thresholds for their service representatives.
4. One benchmark partner described the effectiveness of having a separate budget plan for each department to fund and develop their own incentive programs.

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