Comments on: Fifteen great ways to improve your incentive programmes http://www.callcentrehelper.com/fifteen-great-ways-to-improve-your-incentive-programs-3968.htm The UK's most popular call centre magazine Fri, 10 Feb 2012 18:45:46 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Stacey Bott http://www.callcentrehelper.com/fifteen-great-ways-to-improve-your-incentive-programs-3968.htm/comment-page-1#comment-31030 Stacey Bott Thu, 11 Aug 2011 16:36:06 +0000 http://www.callcentrehelper.com/?p=3968#comment-31030 Hi, This is really interesting stuff for me at present as I’m reviewing our current continuous incentive scheme. We have recently undergone a massive cultural shift from where by we have moved from managing with numbers, stats and sales targets to leading through behaviours and working on improving the input rather than focusing on the output. We still have a long way to go but getting there. Our current incentive rewards sales targets only and I would like to explore the possibility of rewarding the “right sale” possibly though a quality or behavioural score linked to the volume of sales. Does anyone have any experience in this or ideas who may be able to give me any information about best practice on this one? Hi,

This is really interesting stuff for me at present as I’m reviewing our current continuous incentive scheme.
We have recently undergone a massive cultural shift from where by we have moved from managing with numbers, stats and sales targets to leading through behaviours and working on improving the input rather than focusing on the output. We still have a long way to go but getting there.

Our current incentive rewards sales targets only and I would like to explore the possibility of rewarding the “right sale” possibly though a quality or behavioural score linked to the volume of sales. Does anyone have any experience in this or ideas who may be able to give me any information about best practice on this one?

]]> By: Daksh http://www.callcentrehelper.com/fifteen-great-ways-to-improve-your-incentive-programs-3968.htm/comment-page-1#comment-31024 Daksh Sun, 07 Aug 2011 16:51:56 +0000 http://www.callcentrehelper.com/?p=3968#comment-31024 Hi, I like your article. Can you tell about any incentive program for the managers?Any Company example for the managerial level incentives will be helpful. Hi, I like your article.
Can you tell about any incentive program for the managers?Any Company example for the managerial level incentives will be helpful.

]]> By: "Brenda Ping http://www.callcentrehelper.com/fifteen-great-ways-to-improve-your-incentive-programs-3968.htm/comment-page-1#comment-29337 "Brenda Ping Wed, 28 Apr 2010 23:20:09 +0000 http://www.callcentrehelper.com/?p=3968#comment-29337 Hi Ted, You can use the same types of games, with the rewards given out when agents perform a specific behavior you are trying to increase/improve. We used $200 of groceries stacked in front of the room (just ordinary non-refreigerated groceries) to increase average order value (AOV). For each AOV that hit or exceeded the goal(we set a minimum AOV slightly higher than the average), the agent would then go pick one grocery item as their reward. This was to improve their cross-sell, up-sell skills and increase sales for the company. Each AOV winner and their total sale was announced through IM, so agents constantly knew what was happening. They all raced to get what they wanted, until it got down to a can of beans (not alot of motivation there, but someone finally won it). They were motivated, we got more sales. Took 2-3 days for all the groceries to be won. Hi Ted,
You can use the same types of games, with the rewards given out when agents perform a specific behavior you are trying to increase/improve. We used $200 of groceries stacked in front of the room (just ordinary non-refreigerated groceries) to increase average order value (AOV). For each AOV that hit or exceeded the goal(we set a minimum AOV slightly higher than the average), the agent would then go pick one grocery item as their reward. This was to improve their cross-sell, up-sell skills and increase sales for the company. Each AOV winner and their total sale was announced through IM, so agents constantly knew what was happening. They all raced to get what they wanted, until it got down to a can of beans (not alot of motivation there, but someone finally won it). They were motivated, we got more sales. Took 2-3 days for all the groceries to be won.

]]> By: Ted Kalil http://www.callcentrehelper.com/fifteen-great-ways-to-improve-your-incentive-programs-3968.htm/comment-page-1#comment-29160 Ted Kalil Wed, 24 Mar 2010 23:24:03 +0000 http://www.callcentrehelper.com/?p=3968#comment-29160 Hi Bob, Thank you for your suggestions. Do you have any suggestions to create an incentive program for an inbound call centre manager ? Thank you for your consideration of this matter. Regards, Ted Kalil Hi Bob,

Thank you for your suggestions.

Do you have any suggestions to create an incentive program for an inbound call centre manager ?

Thank you for your consideration of this matter.

Regards,

Ted Kalil

]]> By: Bob Cowen http://www.callcentrehelper.com/fifteen-great-ways-to-improve-your-incentive-programs-3968.htm/comment-page-1#comment-22114 Bob Cowen Sat, 04 Jul 2009 15:03:58 +0000 http://www.callcentrehelper.com/?p=3968#comment-22114 "What tools and process do you use to measure ROI." In addition to measuring with test/control groups and comparisons with peer companies, organizations should survey their employees frequently. Unfortunately many employees are reluctant to participate in surveys. One way to overcome this is to reward survey participation via your incentive program. By giving a few “reward points” for responding to a survey, you will significantly increase participation and the surveys will be completed sooner. Remember the basics; give the reward points immediately after the survey is filled-in. “What tools and process do you use to measure ROI.”

In addition to measuring with test/control groups and comparisons with peer companies, organizations should survey their employees frequently. Unfortunately many employees are reluctant to participate in surveys. One way to overcome this is to reward survey participation via your incentive program. By giving a few “reward points” for responding to a survey, you will significantly increase participation and the surveys will be completed sooner. Remember the basics; give the reward points immediately after the survey is filled-in.

]]> By: Guy Wisinski http://www.callcentrehelper.com/fifteen-great-ways-to-improve-your-incentive-programs-3968.htm/comment-page-1#comment-22017 Guy Wisinski Fri, 03 Jul 2009 17:25:07 +0000 http://www.callcentrehelper.com/?p=3968#comment-22017 Bob, I like your ideas and insight. What tools and process do you use to measure ROI. Bob,

I like your ideas and insight. What tools and process do you use to measure ROI.

]]> By: Bob Cowen http://www.callcentrehelper.com/fifteen-great-ways-to-improve-your-incentive-programs-3968.htm/comment-page-1#comment-21869 Bob Cowen Thu, 02 Jul 2009 14:11:45 +0000 http://www.callcentrehelper.com/?p=3968#comment-21869 Unions obviously add an additional party that must be involved and grant approval. That said, the amount of additional money paid is not significant (1½ %) in the entirety of the total annual earnings; thus problems and conflicts are kept to a minimum and approvals are relatively easy. I know of one union shop that offered rewards that could be “purchased” with incentive points that consisted of improving your shift-bidding priority. That made for some very interesting (and positive) behavior changes by the “old guard” representatives. When it comes to the amount of money necessary to move KPI’s a significant degree, studies have shown that around two hours worth of wages paid per month does the job. Spending more does not increase output and spending less has limited effectiveness. There is a very interesting paper published in Performance Improvement Quarterly called The Effects of Incentives on Workplace Performance: A Meta-analytic Review of Research Studies. It is available at this link (4th item down): http://www.snowfly.com/resources/white_papers_and_research/default.aspx. Management can understandingly be skeptical of incentive spending so the best method of justifying anything is to conduct a 90 day test using two different amounts on two different groups and a control group. Unions obviously add an additional party that must be involved and grant approval. That said, the amount of additional money paid is not significant (1½ %) in the entirety of the total annual earnings; thus problems and conflicts are kept to a minimum and approvals are relatively easy. I know of one union shop that offered rewards that could be “purchased” with incentive points that consisted of improving your shift-bidding priority. That made for some very interesting (and positive) behavior changes by the “old guard” representatives.

When it comes to the amount of money necessary to move KPI’s a significant degree, studies have shown that around two hours worth of wages paid per month does the job. Spending more does not increase output and spending less has limited effectiveness. There is a very interesting paper published in Performance Improvement Quarterly called The Effects of Incentives on Workplace Performance: A Meta-analytic Review of Research Studies. It is available at this link (4th item down): http://www.snowfly.com/resources/white_papers_and_research/default.aspx. Management can understandingly be skeptical of incentive spending so the best method of justifying anything is to conduct a 90 day test using two different amounts on two different groups and a control group.

]]> By: Cristina Coltro http://www.callcentrehelper.com/fifteen-great-ways-to-improve-your-incentive-programs-3968.htm/comment-page-1#comment-21815 Cristina Coltro Thu, 02 Jul 2009 00:21:08 +0000 http://www.callcentrehelper.com/?p=3968#comment-21815 Bob, Do you have any insight on how insentive programs work in an union setting call center environment? And with a much lesser investment? Good article and great tips.Thanks, Cristina Coltro Bob,

Do you have any insight on how insentive programs work in an union setting call center environment? And with a much lesser investment?
Good article and great tips.Thanks,

Cristina Coltro

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