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Your customer service team plays a pivotal role in shaping the customer experience and driving your brand's success. However, like any workforce, customer service agents require motivation and clear direction to excel.
With 65% of customers now holding higher expectations for support than just a few years ago, it is essential to implement effective incentives that enhance agent performance. As customer experience increasingly influences revenue generation, aligning agent effectiveness with corporate objectives has become critical.
In light of these evolving demands, we have crafted this comprehensive guide to assist you in developing an impactful customer incentive program. This program will not only elevate employee morale and satisfaction but also significantly enhance overall performance, ensuring your team is equipped to meet and exceed customer expectations.
Why are customer support incentives important for your team?
Customer support incentives play a pivotal role in enhancing team performance and driving business success. Research from Gorgias, encompassing data from over 10,000 merchants, indicates that implementing a customer service employee incentive program can elevate overall revenue by 1%. This statistic underscores the profound impact that well-structured incentive plans can have on an organization.
The primary advantage of customer service incentive programs is their ability to significantly improve agent performance—by as much as 44% when designed effectively. These programs not only enhance individual capabilities but also align with broader company goals, ensuring that the uplift in performance is directed toward areas that yield the greatest impact. Let’s understand why they need the incentives to begin with:
- Unreasonable targets: Employees face computer-generated targets that are often unrealistic. Mentoring and support to help meet these targets are frequently lacking.
- Impersonal culture: High employee turnover is common. Many workers do not form connections with colleagues, as they may not be present the next day. This creates a lack of motivation for camaraderie.
- Difficult job description: Employees often deal with angry customers and rude interactions. Many callers mistake them for bots, offering little appreciation for their efforts. However, those passionate about customer service may find this role rewarding.
- Identity crisis: Employees must adopt foreign cultural codes and mimic overseas personalities. This can lead to confusion and self-perception issues when psychological safety is absent.
- Disrupted biological clock: Irregular shifts disrupt natural sleep patterns. This can lead to serious health issues, including depression, anxiety, insomnia, and burnout.
- Lack of career vision: Many employees feel their work lacks significance. They desire a clear career path that allows them to make a meaningful impact. Unfortunately, this sense of purpose is often missing in the sector.
The call center is frequently overlooked by strategic leaders, which contributes to these challenges. Addressing these issues is essential for fostering a supportive and productive work environment. For this, you need ten customer support incentive ideas that resonate with your team.
14 Best customer service incentive ideas to incentivize your team
Program insentif perkhidmatan pelanggan mempunyai faedah yang besar, tetapi bagaimana untuk memulakan perkara yang sama? Lihat beberapa contoh insentif terbaik yang telah disahkan untuk melibatkan diri dan meningkatkan pekerja dalam jangka masa panjang.
1. Memberi bonus dalam bentuk cuti berbayar
Cara terbaik untuk menghormati dan menghargai wakil perkhidmatan pelanggan anda yang berprestasi tinggi adalah dengan memberi mereka hari gaji tambahan yang akan memberikan nilai sebenar kepada pekerja. Bonus daun yang dibayar bukanlah ganjaran kewangan secara teknikal, tetapi ia mempunyai nilai yang kuat dan emosi kepada pekerja.
Hari bonus percuma cuti kerja adalah ganjaran yang sesuai untuk semua kerja keras individu telah meletakkan dan prospek untuk mereka mengisi semula diri mereka sendiri.
2. Memilih pekerja bulan
Setiap bulan, anda perlu memilih pekerja yang telah ditentukan untuk memberikan perkhidmatan pelanggan yang cemerlang. Untuk ini, anda boleh menyiarkan foto mereka di papan notis untuk menawarkan pengiktirafan.
3. Menawarkan kata-kata penghargaan
Sebagai pengurus, cara paling mudah untuk memberi insentif kepada pekerja adalah dengan memberi pujian lisan untuk pekerjaan yang dilakukan dengan baik. Apabila diberi beberapa kata penghargaan kepada pekerja atas usaha positif mereka, mereka akan berasa dihargai dan lebih mungkin untuk melakukan pekerjaan yang lebih baik pada masa akan datang.
4. Menyediakan makan tengah hari percuma
Ya, menawarkan makanan percuma kepada wakil perkhidmatan pelanggan anda sekali atau dua kali seminggu pasti akan menggalakkan mereka untuk bekerja lebih keras untuk organisasi anda.
Sebagai pengurus, anda boleh mengatur makan tengah hari bersama-sama untuk pasukan anda dan mendorong mereka untuk bercakap fikiran mereka di hadapan anda. Dengan cara ini, anda boleh mendapatkan pemikiran dan maklum balas mereka. Amalan ini tidak membebankan status kewangan syarikat tetapi akan menyebabkan pengekalan pekerja pasti.
5. Memberi tiket ke mana-mana acara
Satu lagi strategi yang mudah dan kos efektif untuk insentif perkhidmatan pelanggan adalah untuk menawarkan mereka beberapa tiket percuma ke mana-mana konsert atau filem, atau rancangan hiburan.
6. Mana-mana kad hadiah atau alat untuk memuji mereka
Know the top performers of the team and gift them a gift card or any gadget to show them that their work is being noticed by the company. Although offering gadgets and gift cards might be an expense to the company’s accounts, it will lead to an upliftment of revenue in the future surely.
Gadgets like tabs, smartphones, or laptops in order to make their working culture more productive or give them electronic gift cards like Croma to buy gadgets from. Also, this will make them more inclined to the company, and they will never think of leaving the organization as they have to return the gadgets while resigning.
7. Memuji pencapaian mereka di Slack
Promoting positive conduct in your customer service team can be made feasible by creating their achievements public.
Simpan saluran Slack (atau mana-mana alat komunikasi pasukan) sebagai tempat di mana ahli pasukan lain boleh menekankan kemenangan kecil rakan sekerja mereka untuk diperhatikan oleh semua orang.
8. Menganjurkan majlis penyampaian hadiah
Setiap bulan atau suku tahunan, anjurkan majlis ganjaran untuk menghargai pekerja anda. Ini tidak akan membuat lubang dalam akaun syarikat tetapi pasti meningkatkan wakil perkhidmatan pelanggan. Dengan harapan mendapat anugerah atau pengiktirafan, individu akan bekerja keras. Dan selepas mencapai anugerah itu, dia akan bekerja lebih keras untuk ganjaran seterusnya.
9. Menawarkan masa kerja yang fleksibel
Membiarkan ejen memilih syif yang mereka kerjakan adalah insentif yang luar biasa untuk meningkatkan perkhidmatan pelanggan. Membolehkan mereka memilih corak syif mereka selama seminggu atau sebulan adalah ganjaran yang berbaloi untuk pekerja anda yang paling berprestasi tinggi. Kerja boleh laras memberikan sokongan pelanggan anda pilihan untuk menikmati aktiviti yang biasanya akan mereka terlepas. Menyediakan kakitangan perkhidmatan anda kuasa ke atas jadual mereka adalah insentif yang hebat untuk menjadikan mereka bekerja lebih keras.
10. Menganjurkan hari yang mesra haiwan peliharaan
Petua lain untuk kakitangan penjagaan pelanggan berprestasi tinggi anda adalah memberi mereka prospek untuk membawa haiwan kesayangan mereka yang berharga untuk bekerja pada hari itu. Ini biasanya meningkatkan semangat seluruh pasukan, kerana kebanyakan orang menikmati mempunyai haiwan di pejabat. Mempunyai haiwan peliharaan di pejabat adalah penggalak mood yang murah hati dan membuat orang ingin berada di sana lebih banyak.
11. Menaja perjalanan selepas selesai sasaran
A costly yet effective customer service incentive program is offering your representatives sponsored trips after they have achieved set targets. This may be a costly affair for the company, but it will motivate employees to work hard and achieve the targets within the time frame.
12. Designated corners with their names
Strategi yang mudah dan berkesan untuk meningkatkan pekerja anda ialah menetapkan lantai atau mana-mana sudut dengan nama mereka. Mereka akan berasa dihargai dan akan gembira untuk bekerja lebih keras untuk mencapai ganjaran ini.
13. Offering VIP parking
Selalunya, caj letak kereta harian dibayar balik oleh syarikat tetapi menawarkan pemain terbaik anda VIP atau tempat letak kereta set untuk kenderaan mereka akan meningkatkan rasa penghargaan di dalamnya. Mereka akan berasa dihormati dalam syarikat.
14. Advance their careers
Sukar untuk sokongan penjagaan pelanggan untuk kekal bermotivasi dan produktif di tempat kerja jika mereka tidak mempunyai rasa perkembangan kerjaya dan idea bagaimana mereka mungkin berkembang secara profesional. Cara yang baik untuk menggalakkan pekerja untuk tinggal dan mengurangkan kemungkinan attrition ejen adalah untuk membantu mereka memberi tumpuan kepada pembangunan profesional mereka dan memberi peluang untuk pertumbuhan.
- Start by reminding them, every day, just how vital their work is, how every act of theirs makes a user or customer’s life in another part of the world a little easier, a little better.
- Follow it up by helping them get better at their job. Nudge success behavior at every step, offer constructive feedback in real-time, design customized goals for them that are S.M.A.R.T (Specific, Measurable, Attainable, Relevant, Time-based).
- Sharpen their competitive spirit by gamifying targets and turn experienced managers into profitable mentors by analyzing and coaching performance with the visibility and control that deep-data-analytics offers these days.
- Finally, provide learning opportunities (both via skill courses and best-fit mentorships). Share career advancement tips & strategies and devise professional growth plans that give each one of your contact center workers, Tech support staff, and tele calling teams something to aim for. Don’t just stop there.
Make your folks realize that their opinions are valued by adding them to your decision-making process (invite their suggestions in the boardroom whenever you can) and taking the effort to update them with important decisions taken at the top regularly.
15 Customer service metrics you should measure in 2025
Metrik perkhidmatan pelanggan adalah petunjuk prestasi utama (KPI) yang membantu perniagaan mengukur dan menilai kualiti interaksi perkhidmatan pelanggan mereka dan kepuasan pelanggan secara keseluruhan.
Berikut adalah 15 metrik perkhidmatan pelanggan teratas bersama-sama dengan penjelasan terperinci tentang Cara mengukur masing-masing
1. Kepuasan Pelanggan (CSAT)
Kepuasan pelanggan adalah ukuran langsung bagaimana pelanggan berpuas hati dengan perkhidmatan yang mereka terima. Ia biasanya diukur melalui tinjauan selepas interaksi, di mana pelanggan diminta untuk menilai pengalaman mereka pada skala, selalunya dari 1 hingga 5 atau 1 hingga 10.
How to measure: After customer interactions (e.g., support calls, chat sessions, email exchanges), send out a survey asking customers to rate their satisfaction.
Customer service survey questions can include "How satisfied are you with the service you received?" with response options ranging from "Very Unsatisfied" to "Very Satisfied." Calculate the CSAT score by dividing the number of positive responses (e.g., 4 and 5 ratings) by the total number of responses and multiplying by 100.
Selepas pelanggan berinteraksi dengan perkhidmatan pelanggan Amazon, mereka mungkin menerima tinjauan susulan yang meminta mereka menilai kepuasan mereka pada skala 1 hingga 5 (1 sangat tidak berpuas hati, dan 5 sangat berpuas hati).
Mengumpul dan menganalisis data ini membantu Amazon mengenal pasti bidang penambahbaikan, memberikan latihan tambahan kepada wakil perkhidmatan pelanggan, dan meningkatkan perkhidmatan mereka untuk memastikan pelanggan mempunyai pengalaman positif. Ini akhirnya membantu Amazon mengekalkan dan mengembangkan pangkalan pelanggannya.
2. Skor Promoter Bersih (NPS)
NPS mengukur kesetiaan pelanggan dan kemungkinan untuk mengesyorkan perniagaan anda kepada orang lain. Ini berdasarkan soalan "Pada skala 0 hingga 10, seberapa besar kemungkinan anda mengesyorkan produk / perkhidmatan kami kepada rakan atau rakan sekerja?" Responden dikategorikan sebagai Promoter (9-10), Pasif (7-8), atau Pengkritik (0-6).
How to measure: Calculate the NPS by subtracting the percentage of Detractors from the percentage of Promoters. The formula is NPS = % Promoters - % Detractors. The resulting score can range from -100 to +100.
3. Masa Tindak Balas Pertama (FRT)
FRT mengukur kelajuan di mana pertanyaan pelanggan pada mulanya ditangani oleh ejen sokongan. Ia mencerminkan cara pasukan anda mengendalikan permintaan masuk dengan cekap.
How to measure: Record the time it takes from the moment a customer submits a request (e.g., email, chat, ticket) to the moment they receive the first response. Calculate the average FRT by adding up the response times for all interactions and dividing by the total number of interactions.
4. Masa Penyelesaian Purata (ART)
ART measures the time it takes to fully resolve a customer's issue from the moment they initiate contact with customer support. It indicates the efficiency of your support team's problem-solving capabilities.
How to measure: Record the time it takes to resolve each customer issue, starting from the first contact until the issue is completely resolved. Calculate the average resolution time by adding up the resolution times for all interactions and dividing by the total number of interactions.
Microsoft recognizes that faster issue resolution leads to higher customer satisfaction. By tracking ART, they can identify areas where support processes may be improved and streamline operations, ultimately ensuring customers have a better experience when seeking assistance with their products or services.
5. Kadar Pengekalan Pelanggan
Kadar pengekalan pelanggan mengukur peratusan pelanggan yang terus menjalankan perniagaan dengan anda dalam tempoh tertentu. Ini adalah penunjuk kepuasan dan kesetiaan pelanggan yang kuat.
How to measure: Calculate the customer retention rate by subtracting the number of new customers acquired during a period from the total number of customers at the beginning of that period. Then, divide the result by the total number of customers at the beginning of the period and multiply by 100 to get the retention rate percentage.
6. Skor Usaha Pelanggan (CES)
Skor Usaha Pelanggan mengukur kemudahan pelanggan boleh berinteraksi dengan pasukan sokongan anda dan menyelesaikan masalah mereka. Ia mengukur tahap usaha yang perlu dilakukan oleh pelanggan untuk menyelesaikan masalah mereka.
How to measure: After a customer interaction, ask them a question like "How much effort did you have to put into resolving your issue?" with response options ranging from "Very Low Effort" to "Very High Effort."
Kira skor CES dengan menentukan peratusan responden yang melaporkan usaha yang rendah (contohnya, "Sangat Rendah" dan "Rendah") sebagai sebahagian daripada jumlah responden.
They understand that reducing customer effort is crucial for a seamless shopping experience. By measuring CES, they can identify areas where customers encounter difficulties and work to simplify processes and improve the overall customer journey.
This not only leads to higher customer satisfaction but also influences customer retention and repeat business.
7. Perjanjian Tahap Perkhidmatan (SLA) Pematuhan
Pematuhan SLA mengukur sejauh mana pasukan sokongan anda memenuhi perjanjian tahap perkhidmatan yang telah ditetapkan, seperti masa tindak balas dan penyelesaian, yang telah dijanjikan kepada pelanggan.
How to measure: Monitor the response and resolution times for each customer interaction. Compare these times against the SLAs you've established. Calculate the percentage of interactions where the team met the SLAs as a ratio of the total interactions.
8. Kadar Pengabaian
Kadar pengabaian menunjukkan peratusan pelanggan yang memulakan hubungan dengan pasukan sokongan anda tetapi memutuskan sambungan atau meninggalkan interaksi sebelum isu mereka diselesaikan atau tanpa menerima bantuan.
How to measure: Track the number of customers who start an interaction (such as a phone call or live chat) but disconnect before the issue is resolved. Divide this number by the total number of initiated interactions and multiply by 100 to get the abandonment rate percentage.
9. Purata Masa Pengendalian (AHT)
Purata Masa Pengendalian mengukur tempoh purata yang diperlukan untuk ejen sokongan untuk mengendalikan interaksi pelanggan dari awal hingga akhir, termasuk kedua-dua masa yang dihabiskan berinteraksi dengan pelanggan dan sebarang tugas susulan.
How to measure: Sum up the time spent by support agents on each interaction, including talk time, hold time, and any post-interaction work. Divide the total time by the number of interactions to get the average handle time.
Verizon tracks AHT to improve efficiency, reduce call center costs, and enhance the overall customer experience. By optimizing AHT, they can resolve customer problems more swiftly, leading to higher customer satisfaction and cost savings.
10. Kadar Resolusi
Kadar resolusi menjejaki peratusan pertanyaan pelanggan atau isu-isu yang berjaya diselesaikan oleh pasukan sokongan dalam interaksi tunggal tanpa memerlukan peningkatan atau interaksi susulan.
How to measure: Divide the number of customer interactions that result in successful resolution by the total number of interactions. Multiply the result by 100 to get the resolution rate percentage.
A high-Resolution Rate helps Southwest Airlines ensure that passengers receive prompt assistance and have a positive experience, ultimately contributing to customer loyalty and the airline's success.
11. Kadar Churn
Kadar churn, juga dikenali sebagai kadar pergeseran, mengukur peratusan pelanggan yang berhenti menggunakan produk atau perkhidmatan anda dalam tempoh tertentu. Ini adalah metrik kritikal untuk memahami pengekalan dan kesetiaan pelanggan.
How to measure: Calculate the churn rate by dividing the number of customers lost during a certain time period by the total number of customers at the beginning of that period. Multiply the result by 100 to get the churn rate percentage.
By monitoring Churn Rate, they can identify reasons for subscription cancellations and take proactive measures to improve content offerings, user experience, and customer support, ultimately reducing churn and maintaining a strong customer base.
12. Purata Nilai Sepanjang Hayat Pelanggan (CLV)
Nilai Sepanjang Hayat Pelanggan mengukur purata pendapatan yang dijana daripada pelanggan sepanjang keseluruhan hubungan mereka dengan perniagaan anda. Ia membantu dalam memahami keuntungan jangka panjang segmen pelanggan yang berbeza.
How to measure: Calculate the CLV by adding up the total revenue from a customer over their entire relationship with your business and then dividing it by the number of years they've been a customer. This can provide insight into how much value each customer brings over time.
13. Kos Pengekalan Pelanggan
Metrik ini mengira kos yang berkaitan dengan mengekalkan pelanggan, yang merangkumi perbelanjaan yang berkaitan dengan sokongan pelanggan, pemasaran, diskaun, program kesetiaan, dan usaha pengekalan lain.
How to measure: Sum up all the costs incurred in retaining customers, including customer service costs, marketing expenses for retention campaigns, loyalty program costs, etc. Divide this total cost by the number of retained customers during the same period to get the average customer retention cost.
14. Masa Penyelesaian Aduan Pelanggan
Metrik ini mengukur masa yang diperlukan untuk menyelesaikan aduan pelanggan dari saat ia dibangkitkan. Ini mencerminkan seberapa cekap alamat perniagaan anda dan menyelesaikan ketidakpuasan pelanggan.
How to measure: Record the time it takes from the moment a customer complaint is received to the moment it's fully resolved, and the customer is satisfied. Calculate the average complaint resolution time by adding up the resolution times for all complaints and dividing by the total number of complaints.
15. Sentimen Media Sosial
Sentimen media sosial mengukur sentimen keseluruhan yang dinyatakan oleh pelanggan mengenai jenama, produk, atau perkhidmatan anda di platform media sosial. Sentimen positif menunjukkan kepuasan pelanggan, manakala sentimen negatif mungkin menunjuk kepada bidang untuk penambahbaikan.
How to measure: Use social media monitoring tools to track mentions and sentiment associated with your brand. These tools analyze the language used in posts and comments to determine whether the sentiment is positive, negative, or neutral.
With the help of this data, Starbucks can quickly identify issues, respond to customer concerns, and even make strategic business decisions based on customer sentiment. It helps them maintain a positive brand image and respond to emerging trends or issues in real-time.
With these additional customer service metrics in your analysis, you can gain a more comprehensive understanding of your customer support performance, including the impact of poor customer service, and make informed decisions to enhance customer satisfaction and drive business growth.
Wrapping up with few takeaways
A well-structured incentive program for customer service teams is essential for enhancing performance and meeting rising customer expectations. By fostering a motivated workforce through effective incentives, businesses can not only improve employee satisfaction but also drive significant revenue growth, ultimately ensuring long-term success in a competitive market. In this blog, we learned,
- Regularly gather input from customer service agents on their experiences and suggestions for improvements, ensuring they feel valued in decision-making processes.
- Create an environment where agents can express their true selves while interacting with customers, reducing the risk of identity crises.
- Use customer service incentive ideas for engagement and recognition.
Compass automates the management of incentive programs, making it easier to track and calculate rewards based on performance metrics. This ensures accuracy and efficiency in administering incentives, which can motivate customer success teams to achieve their goals more effectively
Soalan lazim
1. What are incentive programs for customers?
Incentive programs for customers are strategies designed to encourage customer loyalty and engagement. These may include rewards, discounts, or special offers that motivate customers to make purchases or refer others.
2. What is the average commission for CSM?
The average commission for Customer Success Managers (CSMs) typically ranges from 10% to 20% of their total compensation, with a higher proportion being fixed salary (80-90%) and a smaller variable component based on performance.
3. What are customer incentives?
Customer incentives are benefits offered to customers to encourage specific behaviors, such as making a purchase, referring friends, or increasing their engagement with a brand. Examples include loyalty points, discounts, and exclusive access to products.
4. What 3 metrics best measure customer success?
The three metrics that best measure customer success is:
- Customer Satisfaction Score (CSAT): Measures how satisfied customers are with a product or service.
- Net Promoter Score (NPS): Gauges customer loyalty by asking how likely they are to recommend the company.
- Customer Lifetime Value (CLV): Estimates the total revenue a business can expect from a single customer throughout their relationship.
5. What are the metrics for customer support success?
Key metrics for customer support success include:
- First Response Time (FRT): The time taken to respond to a customer's initial inquiry.
- Average Resolution Time (ART): The average time it takes to resolve customer issues.
- Customer Effort Score (CES): Measures how easy it is for customers to get their issues resolved.
