Effect of Motivating Factors on Sales Success in Elisa Contact Center

This thesis is commissioned by the Elisa Corporation Customer Service Group. The aim of the thesis was to find out how motivation factors influence a saleperson’s sales. At the same time, the thesis examines which motivational factors are most effective and how the effects of motivation factors differ depending on the success of the salespeople in question and how the efficiency of sales representatives can be improved by motivation. The theoretical basis of the thesis includes a discussion of well-known theories such as Maslow's needs hierarchy, Herzberg's twofactor theory, Vroom's expectancy theory, and Locke's goal-setting theory. Based on the theory and objectives, a qualitative theme interview was created and carried out with a quantitative scale element. The interview was answered by all the current full-time employees of the customer service team. The interview focused on the characteristics of the workplace, the attractiveness of sales competitions, personal growth, pay, responsibility, recognition, feedback and goals. Based on the research it became clear that the importance of responsibility and pay as motivation factors was unexpectedly small. The most significant factors raised were recognition and feedback. The biggest differences in terms of effective motivational factors between more powerful and weaker sellers were recognition, the importance of pay and the achievability of salestargets. Improving the motivation of Elisa's customer service sales team should be based on the most significant motivational factors which were recognition and feedback