Sept. 24, 2012
-- Cash compensation is only one part of the overall motivation and engagement effort for most companies.
More and more, customer service departments are making use of low-cost and non-cash rewards and recognition as a way to motivate their agents, build a sense of community, and reduce turnover.
It's a strategy that participants in "Customer Service Newsletter's"
2012 Compensation and Incentives Survey have embraced. Some 69 percent of survey participants use some kind of incentive or recognition program to motivate their customer service reps and to improve performance on the job.
According to the survey, the top four types of rewards are gift cards, certificates or plaques, department-wide acknowledgement, and time-off awards.
Full results of the Salary and Incentives Survey appear in the September issue of "Customer Service Newsletter."About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes "Customer Service Newsletter" and "The Customer Communicator."