My team and department’s well-being were one of my top priorities. If my employees weren't happy than they’d most likely not deliver the expected level of customer service we set for the company. I had a very limited budget which forced me to create programs that recognized and rewarded staff but didn’t cost a lot of money. My main objective was to maintain a fun, positive, and motivating work environment.
Here are some recommended techniques to help improve your team's motivation:
WOW Wednesday – At least one Wednesday a month, CSRs are advised at a particular time during the time to look under their chairs for a taped envelope. Each envelope has a certificate listing a particular prize that they have won. Prizes included:
- Permission to take an extra 5-minutes on break
- Permission to come to work 1-hour late
- A doughnut
- A chocolate egg
- A free pizza
- A movie ticket
- A pen
- An umbrella
- A smiley face balloon
A variation on the idea is using certificates marked with a S, M, L, XL. Post a weekly "menu" of prizes that CSRs can select from matching the certificate type. For example:
- S = 1 inflatable frizz bee + 1 dip in the goody bag
- M = 10 minutes extra on break + a free lunch
- L = 1 paid day off of choosing + 1 lollipop
- XL = choice of a mobile phone, ipod, or camera
Free Food Friday – Usually one Friday per month is designated as ‘Free Food Friday’ in which the department buys lunch for everyone – typically pizza.
Department Award Ceremony – CS held its first annual Awards Ceremony in October. CSRs were asked to nominate colleagues for the following categories:
- Most Improved CSR
- Mr. Congeniality
- Mrs. Congeniality
- A Difficult Customer’s / Dealer’s Best Friend
- Upbeat CSR No Matter What
- Worst Hair Day
- Most Likely To Be CEO (Or Not!)
- Worked Like A Dog
- Most Supportive CSR
- M r. or Mrs. Best Bright Idea
Halloween Costume Day – CSRs were encouraged to be fun and creative this year by dressing up in their most imaginative Halloween costume. A special prize and certificate was awarded to the CSR with the ‘Best Costume’.
Secret Santa – CSRs drew names out of a hat for the individual they had to buy a present for. There was a BGN 10 maximum budget per gift. Presents were wrapped and placed under the department Christmas Tree until 23 December when everyone was allowed to open their presents. This is one of the more lively and anticipated event throughout the year.
- In addition to the ‘Secret Santa’, CSRs were asked to bring in an ornament of their choice and dress the tree.
- On Christmas Day, Santa made a special appearance at the Customer Service Department to wish everyone a Merry Christmas and distribute special gifts.
Special certificates and days – Given the large number of department employees, it’s inevitable that nearly every week someone would either have a name day or birthday. Marketing developed a special Customer Service ‘mascot’ and created birthday cards, thank you certificates, and one year certificates. If a CSR has a name day or birthday, the management team signs a card and gives it to the employee along with a bouquet of balloons. The CSRs name and occasion is also published on the department reader board for everyone to see.
Token Tips – Token Tips is a fun, on-the-spot recognition program that reinforces supervisor "praising and correcting". Senior CSRs, Supervisors, and Managers are empowered to award an agent a token tip for any ‘good’ deed, behavior, or action. The rewards are in addition to a regular monthly performance assessment scheme. Earned tokens are on a monthly basis and do not rollover. Some suggested token tips:
- 4+ Token Tips: Certificate & name added to monthly draw for a new mobile handset.
- 3 Token Tips: First choice for days off the next work schedule (includes night shifts &weekends).
- 2 Token Tips: Two movie tickets
- 1 Token Tip: 5 extra points on performance monitoring
