There are many ways of recognizing call center agents who have had the best performances within a specific timeframe. Basically, recognizing and rewarding agents is very important because it helps them follow the policies and procedures of the contact center and also enables them to accept the Call Quality Assurance program. One way of recognizing top performing agents on a frequent basis is keying out the top three performers. These performers can either be identified on a weekly, monthly or annual basis. Managers can also recognize agents based on how they have been improving within a specific timeframe, preferably from the previous month.
When recognizing call center agents for how they have been performing, it is important that Call Center QA managers or companies reward them. Rewards are very important to consider because they boost agent morale and motivation. These rewards make agents want to work better so that they can get more rewards next time. The advantage with rewards is that they do not have to be big. Incentives can act as good rewards, but in a company where these are prohibited, other means can be used and things like a picture or write-up in the company or contact center newsletter, lunch voucher and lunch with the company CEO can do the trick.
The top performing call center agents can also be invited to take up active roles in various departmental activities. For example, they can take part in hiring new employees, coaching their fellow agents on the importance of quality assurance program, delivering up-training sessions, cross-training on new functions and becoming experts in new initiatives. All these rewards help motivate high performing agents and performance behaviors. At the same time, it helps keep other call center agents engaged. Recognizing and rewarding call center agents can go a long way in ensuring the success of the Call QA program.