call center incentives

[krigus]

Good Morning:
please we need help:
we are investigating call center incentives. We would appreciate assistance with ideas /input/suggestions, something that is easy for the TSR to track daily, which would be a motivator.
Additionally there are 4 components we need :

1. Incentives need to motivate agents to sell/produce more, thus making the company more money as well, a win/win situation
2. Must be fair and equitable and attainable
3. Must be easy to track By TSR and administer
4. Should be related to attendance, productivity, sales, accuracy


ANY HELP WOULD BE GREATLY APPRECIATED
Thanks and looking forward to your answers

[WilliamYelton]

Call centers are still a people business. Your organization spends million of dollar every year sustaining and enhancing your human capital. Compensation, training, benefits and recruiting are all huge expense items. How can you maximize this investment?



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If you would like more information please contact me at ayelton@performplus.com or visit our website at www.performplus.com.



Sincerely,







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Business Development Manager
770-993-9954 ext. 202

[Michcall]

We've done quite a few incentive programs---both short-term and long-term. Short-term typically is associated with specific goals such as increasing sales for a period or pushing a specific item. These are fairly easy to develop either individually (Sally reaches x sales per day and gets a ticket. At the end of the promo she can turn in the tickets for prizes.) or team-oriented (If team A reaches specific targets they all get a perk).

We've also run longer team monthly incentives driven by an employee scorecard approach. You set the 3 or 4 objectives that each CSR needs to meet or exceed. AT the end of the month those who do meet the goals receive (in our case) an additional $100. For the scorecard you set the parameters around the metrics on a point scale (85-90% productivity is a '5', etc.) and you weigh the different components based on your business. So, for example, you might have the following:

Attendance weight 10% Scale: 5=0 absense, 1=3+ absenses
Productivity weight 10% Scale: 5=90%+, 1=<70%
Sales weight 50% Scale: 5=100/mth, 1=20/mth
Quality weight 30% Scale: 5=95-100%, 1=80% or less

The scale would be from your highest obtainable goals to your lowest acceptable metrics with levels in between to fill the 5-pt scale. Supervisors should be looking at these items at a miminum monthly, so putting together a 'score' per person should not be timeconsuming. This is a very easy concept for agents to understand assuming they are aware of the components that make up the scores. It actually can be developed for a low budget in Excel so that sups just input the raw data and the scorecard calculates the totals.

Incentives can be static (you must hit over 'x' as a combined score to receive the award), based on % of staff (the top 50% of performers receive award), based on a sliding scale (top 10% receive top prize, next 20% receive next level, etc.).

Ideally you start the scorecard prior to introducing the incentives to get a benchmark. This will allow you to determine if the incentive has any impact on the factors you want to improve. This also gives automatic input into yearly performance reviews and allows you to easily assess your agents in relation to each other. Defining the criteria and the measurements are key.

Hope this helps.

[yusuf]

Not so much a reply, but a request.
Monica Im a newly appointed Call Centre Manager and
have found myself with an incentive issue like yours.
If and when you do get a response, could you please share
whatever little information with me.
Thanking you in advance,

Yusuf
(Canon South Africa)

[WilliamYelton]

Originally posted by yusuf
Not so much a reply, but a request.
Monica Im a newly appointed Call Centre Manager and
have found myself with an incentive issue like yours.
If and when you do get a response, could you please share
whatever little information with me.
Thanking you in advance,

Yusuf
(Canon South Africa)

Yusuf...I would be glad to send you some information on some initiatives that we have put together in the past. Please give me an E-mail if you would like to talk ayelton@performplus.com

[Valencia]

Cash Incentives ideally should be given purely on productivity. For an Outbound setup, should be given on Post-QA certified Sales. If attendance is an issue, every unplanned leave should result in giving away only half the value of the incentive.

Everything else should be based on the ScoreCard. The ScoreCard can have different qualifiers, like SPH/LPH,Conversion, Attendance, Wrap Up time and the QA Scores.