Motivation consists of recognition and incentives. Recognition is the positive acknowledgment of an accomplishment or effort. It can be informal, a verbal pat on the back, or formal, such as a plaque for caller of the month. The keys are to use as much of each kind without diluting the purpose and to spread it around so that every caller gets some positive recognition. Incentives are games or contests.
Team games can be especially effective at building camaraderie.
It's also a good idea to add an element of chance so that the top callers do not always win. Variety and creativity are crucial so that your games do not fall into a predictable and dull routine. The goal of coaching should always be to maintain or boost employee self-esteem. Experts claim that on the average, an agent must hear four parts praise for every part corrective feedback. Otherwise, he or she will feel that you are always critical.