Experts in Performance Based Rewards & Motivations
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Call Centers

Call Centers

Call centers require employees to be highly motivated and productive. Employee sales incentives keep employees focused on important sales goals and driven to sales success.

CMC has the unique and proven incentive and rewards tools you need.


Case Study

SALES INCENTIVE TO INCREASE CALL CENTER PRODUCTIVITY
“Incentive and Reward Program”

Background
AMS’ experience is typical of call center businesses, their biggest challenges are productiivity and employee turnover. Their solution is a program that rewards producitivity, both short and longer term plus longevity/tenure.

Issues/Objectives

  • Create goals that keep employees focused and productive on a daily basis
  • Establish longer term goals that keep employees motivated and improves attendance
  • Recognize success and tenure that motivates successful employees and creates aspirational goals for the staff.
  • Sell more magazine subscriptions

CMC Solution

  • Create a points reward program that rewarded each of the success metrics of the business
    • Phone productivity
    • Call Quality
    • Sales
    • Attendance
  • Tournament of Champions competition established team (departmental) competition that increased morale and created peer performance pressure

Program Results

  • Employee turnover was reduced by 23% over twelve months.
  • Company exceeded annual goals first full year by 11% (18% increase over LY)
  • Referral program netted in excess of 15 new client leads and 3 new contracts
  • Cost of programs was 4% of increased sales.

Our Clients
Testimonial

Client Testimonial
“In November Capitol Marketing provided an awesome experience that truly impressed some of my top clients. By using Capitol Marketing to obtain tickets and hotel accommodations in San Diego I was able to host a Packer road-trip that was first class.
Our stay at the Sheraton was awesome and the tickets, well I don’t think we could have been closer – probably the best seats I have ever had for a Packer game.
Capitol Marketing could not stop the rain but they did provide us with a Packer win and some great memories. More importantly, all of the clients signed new annual agreements for 2012 which is due in part to the great trip we had – thanks Capitol Marketing!”
Bryan H, Senior Account Executive, Green Bay, WI.

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