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

Hearst Media, Advertiser Incentive
I just wanted to let you know that I have heard back from two clients that received a trip through the Hearst Incentive Program. They were extremely happy with their trip and the level of Customer Service that Capitol Marketing provided to them. One of my largest advertisers went to Hawaii, upgraded the trip through Capitol Marketing, and was extremely happy with the booking process.

Personally, I have had a very nice experience as well. Alex Phillips has always responded quickly and efficiently to all my calls and emails.

This is a wonderful program and a great way to incentivize our clients to increase their advertising revenue.
Hearst Media Services, Account Executive

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