Comments on: Using bonus schemes to motivate agents http://www.callcentrehelper.com/using-bonus-schemes-to-motivate-agents-1789.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: David Wood http://www.callcentrehelper.com/using-bonus-schemes-to-motivate-agents-1789.htm/comment-page-1#comment-30288 David Wood Thu, 25 Nov 2010 20:59:52 +0000 http://www.callcentrehelper.com/using-bonus-schemes-to-motivate-agents-1789.htm#comment-30288 Incentives based on company profit is a very simple system. People know if they maximise profit through productivity or cost reduction then their bonus is maximised. People work hard in good times and inbad to do the best forthe company. Performance to target may not be the best method because if corporate targets are unrealistic then the incentive to achieve is lost. Incentives based on company profit is a very simple system.
People know if they maximise profit through productivity or cost reduction then their bonus is maximised.
People work hard in good times and inbad to do the best forthe company.
Performance to target may not be the best method because if corporate targets are unrealistic then the incentive to achieve is lost.

]]> By: Donte Hawthorne http://www.callcentrehelper.com/using-bonus-schemes-to-motivate-agents-1789.htm/comment-page-1#comment-28556 Donte Hawthorne Mon, 02 Nov 2009 13:45:41 +0000 http://www.callcentrehelper.com/using-bonus-schemes-to-motivate-agents-1789.htm#comment-28556 what more can i say but this is a great way to move people and inspire them to do what they know best thats why i took the time to read and share with my co-workers what more can i say but this is a great way to move people and inspire them to do what they know best thats why i took the time to read and share with my co-workers

]]> By: Donte Hawthorne http://www.callcentrehelper.com/using-bonus-schemes-to-motivate-agents-1789.htm/comment-page-1#comment-28555 Donte Hawthorne Mon, 02 Nov 2009 13:31:56 +0000 http://www.callcentrehelper.com/using-bonus-schemes-to-motivate-agents-1789.htm#comment-28555 This was a really great ad i applied some of the knowledge and it really help to better my agents ability. This was a really great ad i applied some of the knowledge and it really help to better my agents ability.

]]> By: Bernard Q. Adjaison http://www.callcentrehelper.com/using-bonus-schemes-to-motivate-agents-1789.htm/comment-page-1#comment-12917 Bernard Q. Adjaison Sat, 11 Apr 2009 22:12:34 +0000 http://www.callcentrehelper.com/using-bonus-schemes-to-motivate-agents-1789.htm#comment-12917 the non-financial reward-time off is laudable. Could you suggest others? the non-financial reward-time off is laudable. Could you suggest others?

]]> By: MikeB http://www.callcentrehelper.com/using-bonus-schemes-to-motivate-agents-1789.htm/comment-page-1#comment-800 MikeB Thu, 17 Jul 2008 17:54:11 +0000 http://www.callcentrehelper.com/using-bonus-schemes-to-motivate-agents-1789.htm#comment-800 Sales-driven centres - you know what you want - pay people commission - don't dress it up, and don't make it too complicated Service centres - much more complex! It's all about the customer experience - so make the day-to-day employee experience into something outstanding - it's not about pay, it's about making them feel valued. Care for them as people. Any incentives should be of token or symbolic value rather than any significant financial value. If you incentivise short term performance, that's what you'll get, and when you remove the short term incentive, performance will drop. So in a service centre - don't ever introduce short term financial rewards! Manage people as people, not as part of a large scale Pavlovian experiment. Building/maintaining a reputation for excellent customer service is a long term objective - so base your financial rewards (salary increments and quarterly/annual bonuses) on long term results and consistent performance delivery by an individual. If you need anything more than a simple excel spreadsheet to explain how any incentive scheme works, it's too complicated! And beware software salesmen in sheeps clothing bearing promises of immediate improvements in attrition - ask for data showing five-year trends :-) Sales-driven centres – you know what you want – pay people commission – don’t dress it up, and don’t make it too complicated

Service centres – much more complex!

It’s all about the customer experience – so make the day-to-day employee experience into something outstanding – it’s not about pay, it’s about making them feel valued. Care for them as people. Any incentives should be of token or symbolic value rather than any significant financial value.

If you incentivise short term performance, that’s what you’ll get, and when you remove the short term incentive, performance will drop.

So in a service centre – don’t ever introduce short term financial rewards! Manage people as people, not as part of a large scale Pavlovian experiment.

Building/maintaining a reputation for excellent customer service is a long term objective – so base your financial rewards (salary increments and quarterly/annual bonuses) on long term results and consistent performance delivery by an individual.

If you need anything more than a simple excel spreadsheet to explain how any incentive scheme works, it’s too complicated!

And beware software salesmen in sheeps clothing bearing promises of immediate improvements in attrition – ask for data showing five-year trends :-)

]]> By: David Brown http://www.callcentrehelper.com/using-bonus-schemes-to-motivate-agents-1789.htm/comment-page-1#comment-741 David Brown Tue, 15 Jul 2008 14:46:00 +0000 http://www.callcentrehelper.com/using-bonus-schemes-to-motivate-agents-1789.htm#comment-741 Paul has put his finger right on the pulse here!! When behavioural science is applied in the call centre environment and agents can see "immediate consequences" of their activity - in terms of rewards - the impact is substantial and sustained. The application of "Agent00" software in major US call centres - aimed to deliver rewards based around immediate concequences - saw attrition rates fall by up to 75% and productivity increase by over 25% while improving customer satisfaction. It works!! Paul has put his finger right on the pulse here!!

When behavioural science is applied in the call centre environment and agents can see “immediate consequences” of their activity – in terms of rewards – the impact is substantial and sustained.

The application of “Agent00″ software in major US call centres – aimed to deliver rewards based around immediate concequences – saw attrition rates fall by up to 75% and productivity increase by over 25% while improving customer satisfaction. It works!!

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