It is important to develop an incentive plan that matches your department’s goals, is consistent with the jobs your representatives perform, and motivates the individuals and the team to do their best work.
Motivating your Telesales and Teleservice teams requires Planning, Matching, and Thanking.
Action Steps
The best contacts and resources to help you get it done
Create a plan with specific goals and objectives
A specific plan has a greater chance of being implemented and has a greater chance of being effective. Budget for incentives, develop a plan, and work the plan. And, if you have the opportunity, you should consider introducing new components occasionally to see if you can get better results with different or new offerings.I recommend: Managing for Dummies, Second Edition, by Bob Nelson, Peter Economy, and Ken Blanchard. The book offers practical advice and information. It also spells out the SMART definitions for goals: Specific, Measurable, Attainable, Relevant, and Time Bound.
Match the motivation and incentives to the requirements of the job
What motivates a Telesales ‘hunter’ is very different from what motivates a Telesales Account Manager, the person assigned to maintain accounts. In his whitepaper 'Principles of Sales Compensation' (sec 1:7, page 9), Howard P. Stevens identifies the vast differences. A ‘Closer’ (‘Hunter’), is motivated by highly visible, ‘big hits’. A ‘Relationship’ (Account Manager) sales rep is concerned with compensation stability and perks. The expectations of the job drove the style of Telesales representative that you hired. It is equally important to match the incentives to the expectations of the job.I recommend: Principles of Sales Compensation by Howard P. Stevens as well as other whitepapers and articles listed on The HR Chally Group website.
Use personal ‘thank yous’ to motivate
One of the simplest ways to motive Telesales and Teleservice representatives is also the least expensive. Look for ways to show that you value the contributions of the individuals and the team. Say ‘thank you’, show appreciation.I recommend: Author and business relationship expert Andrea Nierenberg’s article 'How to Motivate a Staff'. In her article, Andrea Nierenberg identifies a variety of gestures of thanks and appreciation that require management effort but do not require a huge budget.
Tips & Tactics
Helpful advice for making the most of this Guide
- Keep simple thank you gifts readily available so that you can recognize contributions in the moment. Examples: small denomination gift certificates, movie passes, $$ off coupons for the local coffee shop.
- Arrange for your boss to send personal thank you notes recognizing the performance of the individuals on your Telesales and Teleservice teams.
- Use payday as an opportunity to thank your Tele representatives. Ignore the fact that many use direct deposit. Mark your calendar for every payday and make the rounds thanking representatives personally.
- Once you have a motivation plan in place, be sure to survey your Teleteam to determine the impact of each component.
- Include members of the Teleteam when you develop new components or overhaul your current plan.
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Productive teams are essential to your company's success. Download our white paper and learn how to create a motivating team building culture.
Free Assessment | Sample Reports | Demonstration
www.ProfilesInternational.com
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