10 ways to motivate call center agents and crush KPIs in 2025
By Monique Tan●5 min. read●Aug 18, 2025
Individual employee incentive programs increase performance by an average of 22%, while team incentives can increase performance in the workplace by up to 44%. The catch? Most companies spend thousands on cash rewards without measuring what actually works.
Here's the reality: Global employee engagement slid to just 21% in 2024, draining $438 billion in productivity. Meanwhile, 84% of US businesses now invest in non-cash rewards, spending $176 billion annually on points, gift cards, experiences, and merchandise.
If you want to keep your A-team call center agents around today, it will take more than just a paycheck. Here are 10 ways to keep your team motivated and engaged this year.
What are call center incentives?
Call center incentives are monetary and non-monetary rewards designed to motivate agents, drive specific behaviors, and improve key metrics. Unlike standard compensation, these incentives drive immediate engagement through tangible recognition. This could include gift cards for hitting weekly targets, extra PTO for stellar CSAT scores, and promotion opportunities tied to performance milestones.
Call centers run on a different kind of pressure. Agents often deal with upset customers, are monitored on every metric, and work across time zones. Annual bonuses can't fix daily burnout. And just 6% of Gen Z workers say becoming a top leader is their primary career goal. Instead, they’re prioritizing work-life balance and growth opportunities. Yesterday's incentive strategies don't work for this modern workforce.
How to build a call center incentive program
Here's a step-by-step guide to help you build a new incentive program from the ground up.
Define program KPIs
Start by identifying specific metrics that matter. Every 10% rise in agent engagement lifts a company’s customer service level by 5% and profits by 2%, but only when you're measuring the right things.
Focus on measuring meaningful behaviors that balance efficiency with quality:
Average handle time (AHT) for operational efficiency
Customer satisfaction score (CSAT) for service quality
First call resolution (FCR) for effectiveness
Revenue per call for sales-focused teams
Schedule adherence for workforce optimization
Segment your workforce
Not all agents are motivated by the same rewards. Virtual contact centers retain more agents around (28-32% leave annually versus 32-38% at in-house centers), but incentivizing remote workers takes a different approach.
For remote teams spread across time zones: There’s a reason why North American firms had a 42% net increase in gift card spend for incentive programs in 2024: Digital gift cards are essential when sending rewards for global teams. Platforms like Tremendous make it simple to send rewards instantly, regardless of location or currency.
For global call center teams: Consider local purchasing power and preferences. A $50 USD gift card might represent vastly different value in Manila versus Manchester. Digital rewards that offer choice and let agents select from hundreds of local and global brands work across all markets.
So how do you incentivize a fully remote agent team spread across time zones?
Use asynchronous recognition tools that celebrate wins in real-time.
Offer flexible rewards that work across currencies and countries.
Create virtual team competitions that unite rather than isolate.
Provide lifestyle perks that translate universally (streaming subscriptions, wellness apps, learning platforms).
Pick the right incentive mix
The most effective programs blend immediate gratification with long-term motivation:
Monetary rewards for immediate impact like gift cards, spiffs, and spot bonuses
Lifestyle perks for sustained engagement like flexible schedules, wellness benefits, and extra PTO
Growth opportunities for retention like skills training, certifications, and clear advancement paths
Measure, iterate, and automate
Manual tracking slows down your ability to measure impact and makes it hard to scale. Modern call center platforms integrate directly with incentive management tools, automating reward distribution based on real-time performance data.
Pro tip: Set a monthly review cadence to analyze what's working, quarterly adjustments for major program changes, and annual overhauls to keep things fresh.
10 call center motivation ideas
These incentive ideas range from quick wins you can implement tomorrow to longer-term strategies that reshape your overall approach. Mix and match based on your budget, team size, and what actually resonates with your agents.
1. Spiffs (sales performance incentive funds)
Use spiffs as short-term cash bonuses for specific achievements — think $50 for every upsell or $100 for clearing a backlog of support tickets. Spiffs create a sense of urgency and when done right, can significantly boost sales. They’re perfect for product launches, inventory clearance, or end-of-quarter pushes.
2. Summer Fridays (or flexible schedule perks)
Let top performers leave early on Fridays during the summer months or choose their preferred shifts. This costs nothing but means everything to agents, especially employees juggling family responsibilities or pursuing additional courses.
3. Choose-your-own gift card
Offer agents their choice of incentive through platforms that provide hundreds of gift card options. Allow agents to pick rewards that they actually want, from Amazon to local restaurants to grocery chains.
4. Peer-to-peer recognition programs
Let your agents nominate colleagues for small rewards for everyday actions like helping triage a customer question or collaborating on a deal. This brings teams together while spreading recognition beyond what managers see. Consider monthly peer-voted awards with rotating themes.
5. Skills-based certifications
Cover costs for industry certifications, language learning apps, or technical training. This is a win-win situation: agents get career growth while you build a more skilled, loyal team. When they complete a certification and review time rolls around, keep those who took the initiative to level up top of mind.
6. Wellness challenges with rewards
A wellness incentive program is a great way to get your team engaged with monthly competitions that could include step challenges, meditation streaks, or healthy habit tracking with gift card prizes. This can be a great way to motivate agents to take movement breaks and provide activities to bond over outside of daily work tasks.
7. Tiered performance clubs
Create exclusive clubs for consistent high performers with escalating perks: Bronze (monthly recognition), Silver (quarterly bonuses), and Gold (annual trips plus mentorship opportunities).
8. Choose-your-own-adventure incentives
Let agents who hit monthly performance targets choose between various rewards: an extra PTO day, $100 gift card, charity donation in their name, or a premium parking spot. When agents get to pick their own reward, they get to receive exactly what matters to them.
9. Team-based milestone rewards
When the entire team achieves a collective goal, provide a group reward where everyone wins — a team lunch, half-day Friday, or team-bonding experience. This builds solidarity and gets agents to help each other hit targets as a unit.
10. Career pathing with clear incentives
Map out exactly how agents can progress from entry-level to team lead to supervisor, with specific KPIs and rewards at each stage. Include lateral moves to quality assurance, training, or workforce management to give people room to grow outside of support or sales.
Call center incentive best practices
Remember that even the best incentives can backfire without proper execution. Here's how to make your program actually work:
Do:
Start small and scale — test incentives with pilot groups before rolling out company-wide
Communicate transparently about how incentives are earned and when they're distributed
Mix short-term wins with long-term goals to sustain momentum
Celebrate wins publicly but coach privately
Use an incentive platform to automate tracking and distribution
Survey agents regularly to learn which incentives resonate
Don't:
Rely solely on annual bonuses or commission structures
Create unfair competitions where only top performers can realistically win
Change program requirements without clear communication
Ignore cultural differences in global teams
Assume what worked last year will work today
Key takeaways
Call center motivation isn't about choosing between monetary and non-monetary incentives. It's about building a complete system that addresses immediate needs while building long-term engagement. Companies investing in diverse employee motivation ideas see measurable improvements in retention, performance, and customer satisfaction.
Your agents shape your customer experience every day. To show your appreciation for their hard work and boost your bottom line, invest in incentives that matter to your team as they navigate customer complaints, timezone chaos, and performance pressure. Do this right, and you'll cut turnover while customers notice the difference.
Start with one new incentive this quarter. Measure its impact. Scale what works.
