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Doberman-
Of the many "incentive plans" I have either created or been involved with, the most effective have had the following components:
1. Easy to understand. The agent should be able to track their own performance hourly if possible. They should also know if they missed an opportunity to earn part of the incentive on virtually every call.
2. No negative points. For example, they may not qualify for extra "points" if they are tardy or absent, but no earned points are taken away from the total from good work they have performed.
3. As alucinari mentioned, the bulk of the incentive must be in the control of the agent to achieve it. A good example would be an appointment setting agent who is only incented on the conversion rate of their appointments. Since the majority of the conversion in the hands of the employee keeping the appointment, the agent who set it has no control over the incentive. A better way would be to incent the agent on "qualified appointments" that were confirmed by QA. no matter what the conversion.
Hope this helps...Good Luck!!!
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