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Basic Motivational Tools - Are you exceeding targets or limiting performance?
Sponsored by Silent Edge
According a study completed last year we found that many contact centres failed to use sales targets as an effective motivational tool for their agents. 60% of organisations polled used targets as a limit to performance rather than something to exceed. In a call centre with more than 50 seats this could be loss of 2.5% - 10% of sales performance & revenue. When you allow people to exceed their targets not only does it increase their confidence and their view of the organisation but it provides a message and a benchmark to the rest of the call centre.
Or use the e-mail option below:
We expect most people to exceed the weekly sales targets (More than 50%)
We expect some people to exceed the weekly sales targets (Between 20 - 50%)
We expect few people to exceed the weekly sales targets (Between 0 - 20%)
We expect no people to exceed the weekly sales targets (None)
Please click on one of the links and it will generate an e-mail to a specific address. There is no need to put any further info in the e-mail as we are just counting the responses and there is no need to visit a website until the survey is complete and we send out a link to the report.
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Study XR34 - Why Service has not kept up with technology?
This is a detailed study on why there is such a gap between the technologies that are available and the number of deployments. For the last 7 - 10 years the integration of technologies and the blended services they can produce has grown significantly. We have new processes that can now support multichannel multi proposition blended contact with integrated processes. New strategies like virtualisation and branching. We have new technologies like Speech Recognition & Analytics. New motivational techniques to improve people performance. However most companies are still not not using basic technologies. So why the gap.....is it that suppliers are producing technologies that companies don’t need or is it that companies cannot produce modern business cases that deliver change?
This study completes soon and for more information contact xr34@incosci.org
Study CES02 Why technology and tech services always over supplied to the point of devaluation?
If you look at most new technologies and services they go through a period when they are over priced then they meet market value after which every player delivers the same product and the values and profit element start to crash. Why is it that product management strategies fail so badly to protect brand values and margins?
Do we just train people badly or are the root cause issues at the heart of our processes and culture that we fail to address?
For more info: CES02@incosci.org
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