MOTIVATING WITHOUT MONEY
By Dave Worman
It is a costly mistake in the telemarketing industry to get lost in the false theory that more money equals happy employees. Because your TSRs get commissions, bonuses or performance evaluations that could include a raise, they are "supposed" to be motivated or even "better" be motivated.
Believing those theories is costing telemarketing managers, supervisors, and directors valuable time, revenue, employees and even their own jobs. Cash will always be a major factor in motivating people and a solid compensation plan is critical to attracting and keeping key personnel. But the key is that additional cash is not always the only answer and in many cases not even the best answer.
Too many bonus or commission checks get cashed, spent and forgotten just that quick. Grocery stores and gasoline stations are among the necessary stops that seem to get in the way of using your extra cash on something special for you.
An alternative recommendation to commission or bonus dollars would be to implement a catalog point system. The stimulation involved is everlasting. It begins with the employee being able to browse the catalog choosing what they will strive to earn. The catalog acts as a tangible reminder of their goal and the gift itself will last as evidence of their achievements.
Whenever I have implemented this program in the telemarketing environments I have managed, as well as companies I have consulted for, the employees are overwhelmingly in favor of the point system as opposed to cash. This type of program is very popular with employees because they purchase things they would never normally have the "money" to afford.
With solid compensation in place, let's look at non-monetary motivation...
It is important to understand that the following steps to a more positive productive atmosphere are not theoretical and do not fall in to the category "try them, they might work."
From my experience each of these recommendations has proved successful and continues to have a positive impact on employee retention and the overall performance. While some of the ideas may not seem revolutionary, others may have already been successfully implemented in your area. For those that fall into these categories, I encourage you to ask yourself questions such as "do I do this enough?" or "have I looked at all possible ways to use this to enhance my environment?"
For those ideas that are new…use them, they work. If you do what you've always done, you'll get what you've always gotten. Break out of the paradigm that says, "That's the way we've always done it." Use these steps to take your telemarketing areas to the next level and beyond.
Buckle your seat belt, here we go...
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