With morale slumping as a result of economic conditions and the threat of layoffs, low-cost reward and recognition programs are gaining popularity. In fact, more than 80 percent of companies participating in Customer Service Newsletter's 2009 Salary & Incentives Survey say they use some form of reward or recognition tool to motivate reps.
Even where cash is scarce companies have found ways to reward their reps for outstanding performance.
For instance, a software company in Maryland rewards its agents with "monthly breakfasts and occasional lunches" to show its appreciation for their work. And a New York-based manufacturer says it is "not able to provide monetary rewards," but it fills the gap by offering comp time off to agents who meet performance goals. Another software publisher, on the other hand, provides top reps with the opportunity to work from home or to make flextime arrangements.
In fact, time-off awards seem to be a relatively common offering for companies that can't offer reps other higher-cost rewards for meeting performance goals.
And many companies understand that recognition itself is a valuable motivator. One Pacific Coast retailer, for instance, uses recognition in a variety of forms and for a variety of purposes. It has a peer-recognition program, and it offers performance recognition, attendance recognition, a sales/quality/
