2. INSPIRE
What’s in it for me?
To thank agents for going the extra mile
To recognise achievement and raise morale on the
unit
A way to thank other agents for their help and
support
The aim is to show appreciation for a job well
done
To be able to give feedback on your QA
A forum for agents to raise awareness of any
issues experienced when dealing with customers
3. Nomination can come
from TL /QA /Agent
Most improved agent, can be in any business area
(i.e. AHT, quality etc).
Best compliment. You can ‘nominate a mate’, if
someone has helped you, for example.
Feedback on your QA. Ideas to improve the
customer experience, highlight process which may
need improving/re-defining. Best new idea.
Turnaround for difficult/angry customers. Ongoing
query resolved by agent or a manager call avoided.
Knowing what the customer wants. Good
questioning/listening skills. Delivering the right
result for ultimate customer satisfaction.
Agents with 80%+ to be entered into a prize draw.
This includes Mystery Shopper 100% achievers.
Scores of more than 80% with no fails during the
month. Exceptional calls nominated for any reason.
I – Improved
N– Nice
S – Suggestions
P-Positive Outcome
I – Insightful
R - Right Thing
E - Excellence
4. Rewards
Extra break
Additional holiday time
Reward stickers so you know you have
been nominated
SMILE award for quality
Chocolate
Wine/beer
Canteen vouchers
5. How will it work?
Each TL to have an INSPIRE file containing forms for :-
QA feedback, suggestions, nominations for each area,
coaching requests, SMILE nominations, agents to
‘nominate a mate’ or themselves.
Rewards list for the month.
To make a nomination, pass completed forms to your TL
or to one of the quality team. Alternatively, just put the
form in the INSPIRE box at the entrance to the unit.
CRT to pass on any customer compliments received.
There will be a Winners/Nominations board on the unit,
with regular updates on the OHP.
6. What we need from you...
TL’s to promote it to agents and make
regular nominations
Quality to promote by attending meetings
and keeping awareness high
Agents to get involved and make
nominations
You’ve got to be in it to
win it!
