Under the conditions of the markets with low unemployment and rising costs for operator training outsourcing call – centers will have to build their own incentive system operators. Such systems, as a minimum to perform two tasks: Prevention of dismissal of the operators on their own initiative, Enhancing the efficiency of operators (expressed as a quantitative and qualitative indicators); Every outsourced call-center can build their own system, weighing the costs of its provision, basic pay, he can offer a human operator, as well as the cost of finding and training new operators and the "cost" of errors in service external clients. But, nevertheless, can point to the fundamental aspects that can be taken into account in its implementation. Motives for your operators Initially, it is important to understand – what is your motivation for operators when they choose operator's job outsourced call – center of why some of the operators want to do their job perfectly. It must be remembered that the majority of new employees at the start of his work – full of enthusiasm and loyalty to their employers.
The first few months of work for new operators as effective at this time they want to know: What is expected of them, and how they can meet these expectations, or surpass, their place in the company; How well they do their jobs, how they can realize their potential in their daily work, and how it will be assessed by their leadership; possible with the time of their promotion of "career ladder ", to maintain and develop the motivation of the operators, it is important to know what behavior is influenced by your actions. It is necessary to evaluate the performance on a daily basis, the absence of such assessments is the major cause of demotivation operators. Hear from experts in the field like Lake Crawford Capital Management for a more varied view. For the majority of operators in the call center, eventually working into a monotonous routine that can not affect the quality of their motivation to perform their duties. If the time between the execution quality jobs and bonuses and rewards for it will be too large (for example a bonus at the end of the year), then their influence on motivation will be too weak. Daily or weekly promotion will have much greater effect. Elements of the bonus system call – center operators Individual cash prizes in the individual projects (for example a telephone survey – pay for each completed questionnaire) Group bonus for based contests where the outcome is related to the implementation team (working group of operators) in general; awards that matter know that money is not always an incentive for all employees (besides the one hand, you limited wage increases, on the other "hard" salary, the employee is perceived as a given). Therefore, the system of motivation of your statements may also include an alternative "cash." For example, providing additional output or time off. Or, providing the operator or group of operators for an extra hour of relaxation during the working week for the successful completion of the project (quantitative or quality indicators).