Increase Call Center Performance

In today’s competitive market, call center environments need to offer more than a competitive salary and benefits to attract and retain top Agents. A recent study conducted by Hays Contact Centres found that 35% of surveyed Agents said they see themselves working in a call center long term.

These 35% are your potential top performers. They want to be engaged at work, and will strive to increase sales and go above and beyond for your customers.

An I Love Rewards Call Center solution will help you capitalize on their potential and motivate your entire call center workforce with incentives, recognition and rewards. We will work with you to implement a results-based solution for your internal or outsourced call center that achieves your performance metrics.

Our Call Center solutions are designed to:

• Drive product sales
• Reduce absenteeism
• Increase customer retention
• Inspire improvements in customer experience quality
• Increase your Agents’ product knowledge
• Incent service bonuses instead of cash back for customers
• Promote bundling of services
• Boost employee engagement scores

Case Study: Call Center Success Story

A provider of wireless, cable TV, high speed Internet and home phone services wanted a national employee motivation program that offered desirable rewards and an easy-to-use system. It was important that the rewards program included motivational tools and rewards that met the needs of every call center Agent.

Results

Using the I Love Rewards platform, the company launched a national program that allowed managers and Agents to recognize one another – top down, bottom up, peer-to-peer. Read more on this success story by clicking on Call Center Client Success Story.

Within two years:

• Engagement increased. Active members increased by more than 52% – from 4,000 to 6,100.
• Employees exhibited positive behavior. 78% of all program members have acquired points for performing the desired behaviors identified in the program objectives.