Guide to Motivating Your Telephone Sales and Service Teams

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.