Despite delivering their best efforts and leveraging state-of-art technologies and systems, telemarketers often have to face ‘low employee engagement’, which always has a notable impact on their business. According to Gallup, a company known for opinion polls, the worldwide figure for employee engagement stands at only 13 percent, with 63 percent of employees being “not engaged” and 24 percent being “actively disengaged”, which means they lack the motivation to contribute discretionary efforts towards their organizational objectives, are unhappy, unproductive and negative in some cases. This grim figures are based on Gallup’s new study on the State of the Global Workforce in which they surveyed 142 countries.
What this means is that only one out of eight workers – 180 million being the total figure of the study – is committed to their job and contributes positively towards the goals of the organization. Talking just about telemarketers, in most companies, only 13 percent of reps generate around 87 percent of business, according to the Sales Benchmark Index report in 2008.
This is a grave issue that managers and the company management need to rectify as soon as possible. Read on to learn how to do it.
Driving Engagement: The Common Practices
When it comes to boost your sales team’s engagement, most organizations, usually, follow a traditional data-driven approach. This is something as follows:
- Identify an issue.
- Employ the simplest-conceivable and possible solution to it.
- Devise and deploy a process for it in a day or two.
- Test it.
Unfortunately, most companies don’t follow a sustainable approach, a procedure tailored towards the objectives of the employees and the company as a whole, when it comes to enhancing employee engagement. This becomes evident because of the following reasons:
- Most contact center agents, including SDRs face high levels of stress.
- Lack financial stability, and
- Do not have the required technology solutions to meet their work.
What is the Way Forward?
Aiding your agents with an accurate B2B telemarketing list and auto dialers is a prerequisite, but that is only half of the job. If you want to sustain a high-performing sales team, adopt and employ strategies that align with their individual needs, aspirations and objectives. This means:
- Devise performance plans that increase your company’s business and focus on employee growth at the same time
- Celebrate the success of your sales team and spread out the word
- Introduce and implement competitive and rewarding strategies
- Use elements such as sales going to fire up the zeal of your agents
Spiffs: Good, When Balanced
Spiffs, probably have the highest percentage on the ‘sales motivation spectrum’. After all, everybody likes to have cash or bonuses as rewards. Whether you are targeting a blitz campaign or want to skyrocket your numbers by the end of the month, spiffs work wonderfully till the time they reach your entire sales staff. You, however, need to be careful with this motivational strategy, as lack of proper monitoring often leads it to become counter-productive.
- Regular spiffs, as time passes, may stop motivating your agents and they may demand an increase in remunerations to achieve similar results.
- An uneven distribution of spiffs over time may develop a preconceived notion among some employees that however hard they try, they would not be able to get any bonus; spiffs would always be won by the top agents. This may lead them to ignore the contest and the overall results would suffer.
Gamification: Aligning Your Agent’s Focus with that of Organization
Given the increasing decline in employee engagement, businesses these days are taking the help of gamification to help motivate their employees towards work. Simply put, game mechanics or gamification means using the concept of game-type thinking in non-game applications. According to this method’s fundamental aspect, employees stay motivated when they see their scores visually. Therefore, performance scores of your sales leaders and other members in the team can help keep your team engaged towards their work if they are represented in attractive visual way. Examples of gamification, include:
- Displaying a google apps slide on your floor’s TV in an elaborate way.
- Showing your dashboard created from CRM on a screen.
Gamification platforms these days have become a lot meatier and are not just limited to presenting achievements and tracking KPIs – all thanks to predictive analytics! In fact, some gamification platforms are already using science and data to motivate their employees. After all, any sales team comprises of unlike individuals who have different needs, aspirations and are, therefore, moved by different kinds of motivation. Beginning employee engagement, however, first requires understanding your rep’s performance curves – KPIs, leading sales indicators, etc. At the same time, supplying your reps with basics such as effective telemarketing scripts, accurate telephone lists and professional automated dialers facilitates their work, thereby, again, harvesting satisfaction and engagement.