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The results of an extensive survey of contact center incentive programs. Survey results were presented in a webinar and here are the slides. More than 50 questions were asked such as: What percent of payroll do you spend on incentives? What activities do you reward and what has improved? What are your agent attrition rates at various stages of early tenure? What prizes do you make available? Describe your most and least successful contests?
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Survey of Incentive Programs
Incentive Programs – The bad news
Short livedPrior behaviors return
No connection with agent score cardsHigh maintenance
Try to keep freshManual input & update resultsWhat prizes to buy
Only 1/3 are successful
Not Measured
Negative Results 20% - 40% Improvement
The good news - We all can do betterDr. Aubrey Daniels
DiscretionaryEffort
“Have-to-do” curve
R-Base $
“Want-to-do” curveR+Incentive $
MINIMUM REQUIREMENTS
20% - 40%
People will produce more to achieve something they want, than they will to avoid something they don’t want. B.F. Skinner
30 Contact Centers from:
USACanadaSouth AfricaColumbia Opera-
tionsHR
IT/Telecom
Other
Your role in the company
Industries:
Banking/Fin’l Svcs
Outsourcing
OtherMkt/advertising
BPO
Consumer Products
Hospitality
Telecom
High Tech Utility
OTHER:One CallCredit Monitoring Roadside Assistance
Number of sites in your company:
0
1
2-5
6-1010+
0
1
2-5
6-10
10+
What does your contact center do?
Customer service Sales / reserva-tions
Collections Technical support0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0% 83.3%
60.0%
30.0%33.3%
OTHER:Locate request ticket processingLead GenerationTelemarketing
How do you communicate?
Phone Chat E-mail Postal mail Kiosk Other0.0%
20.0%
40.0%
60.0%
80.0%
100.0%
120.0%
100.0%
23.3%
83.3%
60.0%
6.7%
16.7%
OTHER:FaxSMSwalk-in serviceInternet fax
Types of Contact Centers
Inbound = 69%
Home agents = 30%
B to C = 76%
Employee feedback = 60%
Control at contract center = 46%Control at corporate level = 15%
Combined control = 38%
Types of Contact Centers
All qualifiers are rewarded = 80%
Minimum requirement = 88%
Individual awards only = 19%
Team awards only = 3%
Both types = 77%
Who is eligible?
OTHER:Coaches & trainers
Agent
Supe
rviso
r/tea
m le
ader
Manag
er
Direct
or VP0.0%
20.0%
40.0%
60.0%
80.0%
100.0%
120.0%100.0%
61.5%
34.6%
11.5% 7.7%
How many agents (FTE)?
1-2526-50
51-100
101-150
151-200201-250
251-500
501-1000
1001-2500
5000+
Agent attrition %?
Between hiring and new hire
training
In new hire train-ing
In the first 90 days after new
hire training
Annually after the first 90 days
.00
5.00
10.00
15.00
20.00
25.00
5.60
10.48
17.57
20.71
Turnover Attack Zone
“Attacking” and lowering turnover in the early days of employment will lower the overall rate
Incentives for new-hires
Tenure Incentives for the first 90 daysDecrease in frequency
Increase in $ valueGoal Reward
1st day of employment 5
Pass daily quiz 5
5 days of employment 10
Complete phase 1 of training 20
15 days of employment 35
Complete phase 2 of training 50
30 days of employment 100
60 Days of employment 200
Incentives for new-hires
Encourage “bonding”Learn names of fellow new hires
Peer mentoring
Live observations
Learn names of other team members
Performance tips
Car pooling
Prizes?
OTHER:Tickets to Hockey, Concerts, Football
What kind of Prizes?
Choice
Real value
Redemptions
Re-Loadable Debit Cards74%
Amazon1%
Local20%
Gift Cards5%
What do you reward?
OTHER:Exceeding average handling times ticket qualityKey metrics: SPHBirthdaysProductivity
How long do programs run?
OTHER:Annually for attendance
Year round Quarterly Monthly Weekly Daily Hourly0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
61.5%
42.3%
80.8%
42.3%
26.9%
7.7%
How much do you spend?(percent of payroll)
Is it worth the money?
Spending:53% do not track the spending
ROI:80% do not track the ROI
What has improved?
OTHER:Better ticket quality
Reduce
d e
arl
...
Impro
ved a
t...
Impro
ved a
d...
Bett
er
mora
le
Gre
ate
r sa
les
More
money ...
Bett
er
call q
u...
NA
- w
e d
on...
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
11.5%
42.3%38.5%
53.8%
38.5%
19.2%
57.7%
15.4%
How often can rewards be earned?
OTHER:Bi weeklywe only have weekly programs occasionallyOccasionally throughout the month for specific activities
Daily Weekly Monthly Quarterly Annually0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
42.3%34.6%
76.9%
19.2% 19.2%
How often can rewards be redeemed?
OTHER:Annuallybi-weeklyRewards points are paid after $25.00 earned if they request the gift card at that time or they can let them build until December.
Multiple times per
day
Daily Weekly Monthly Quarterly Only at the conclusion of the pro-
gram
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
11.5%
26.9%34.6%
57.7%
23.1% 23.1%
Drawings, games, randomized value?
YesNo
How Games Works
Achievement PrizesPointsGame
Simple and proven waysto change behaviors.
$ 50$ 20 x 2
$ 10 x 4
$ 5 x 8
$ 1 x 140
Who administers it?
OTHER:VP of Operations Events & Communications CoordinatorA national team of 2-3, and one designated contact at each centerOperations
Employee team Manager Human resources0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
19.2%
80.8%
34.6%
Internal or Outside help?
Use outside help to:Create or run your program: 8%
To provide rewards/prizes: 15%
Internal FTE to manage: 1.65
What technology do you use?
OTHER:Often manually
Exce
l
Data
base
...
AC
D
Work
forc
e ...
Quality
/ c
o...
Speci
fic
inc.
..
NA
(none o
f...
0.0%10.0%20.0%30.0%40.0%50.0%60.0%70.0%80.0%90.0%
100.0% 88.5%
34.6% 30.8%42.3%
50.0%
34.6%
7.7%
Most successful contest?Team competitions traditionally work best because it pushes teams to perform as there is something for the supervisor and top performing agents. Every month, we run a variety of team promotions on products depending on where we are on our budget and that has given us the best results of all our programs.
Monthly draw that recognizes most improved agent (month-over-month)
It was easy to understand & meet the requirements; you earn a ticket, a ticket is drawn & the winners get to choose a prize
Ad hoc chance for all to win
Large gift programs
Christmas theme run up in 2008 earning points in December towards trips, prizes, vouchers and time off.
Awarding two points for each time a behavior was exhibited during a month (obtaining a 2-year contract extension).
Co- values promotion
Most successful contest?We used a "star Trek" theme to promote a new service offering. Agents earned points for their team based on quality monitoring of their calls to see if service was offered. Team points were accumulated and both team and individual prizes were awarded. Individuals who achieved a specific target were entered into a draw from which the winners were chosen. Increased service offerings by 1000 percent
Out contests for most improved - with having large items such as bikes as prizes. As well as a contest to drive Sales - with most average sales at the end of a quarter - prize was a paid trip for 2 to Mexico..... was to drive behavior change in the center
Anything team driven, when teams are selected at random.
Carn-e-val electronic billing incentive. We rewarded staff for signing customers up to paperless billing. Each entry went into a draw, and we did multiple draw per day to play carnival style games. Incentive went for 6 weeks, budget was $2500, garnered more than 2000 signups. That drove a reduction in postal costs of roughly $20,000 annually.
We have quarterly sales promotions that focus on specific products.
Financial incentive based on personal performance over a specific threshold.
Least successful contest?Programs that reward single staff in a large group cause the poor and mid performing agents to loose focus as they know they will not get something and the overall effectiveness of the program is lost!
Hard to understand-you meet certain goals & you "compete" with another group & the one with the highest number would win & move on to pay another team-
Month long, only top performers are eligible
Requiring registration on external website, to then take training, which you had to pass with 100%, in order to even be eligible for the add-on contest that month. Saw only 30% participation from an audience that is normally 65-80%.
Chili cook off. People just weren't interested
Having a Contest for a Contest idea - this was a monthly contest to have the agents come up with contest ideas for the center to use.
Money cage for top 3 performers - too little incentive to motivate the masses
Most effective part?Prizes/rewards
Offered performance tracking
Flexibility
Ease of administration, user friendliness & prizes offered
Recognizing effort and talent.
Rewards offered, team work involved in implementing the program
Pay for Performance
Performance tracking, user friendliness and tracking selection of prizes and automated shipping recognition and communication
Performance tracking is the most effective. If agents do not reach the minimum target are not eligible for the big rewards prizes/rewards
Ability for associates to see money left on the table
Our reporting allows us to provide daily/weekly/monthly stats to agents for constant monitoring of their progress
The most effective part of all our incentive programs is the recognition that comes with it.
Personal accountability and uncapped awards.
How could it be better?Have a budget to institute a points based system where agents accumulate points that can be used to purchase merchandise.
Better prizes/rewards
Higher budget increased budget make it more fun & interesting
More employee level input
Automate the full program
Timeliness
Individual based and not dept. based
Not much communication and having more people tasked with active involvement in cheering up and pumping adrenaline to the programs to gain more focus/attention
Improved communications
Tracking System
How could it be better?Make it more fun with immediacy of the pay out. Currently it takes almost a quarter to get the previous quarters results, tabulate them and then figure out who qualifies before they get paid out. The meaning of the reward is lost in the delay
To make it more fair for all of the various teams within our centre. I would really really like to learn of more ideas.
Having a forum to discuss and brainstorm different ideas would be great - we need "Change" some new ideas - as it gets stagnant
Ability to impact all critical behaviors with one incentive
Ability to reward more on the fly rewards without the hassle of getting the extra dollars approved.
They change all the time, so we'd like to be able to change the theme, but keep consistent back end processes.
Easier reporting
Incentive programs best practices(especially with Generation Y & Generation X employees)
Reward behaviors as they happenMicro-goals
Provide fun and excitementRandom intermittent reinforcement
Immediate and separate from regular payroll
Give choice of rewards
Resources:CCPF (ning)
Forums, Events, Blogs, etc.
Snowfly:Resources > White Papers & Research:
Games, Work and Human Motivation
Keeping Good People after you hire them
15 Great Ways to improve your Incentive Program
Paper or plastic? Learn how a grocery bag full of money can be used to improve KPIs in the contact center.
Video educational material
One-on-one demonstration
On-line demonstration
LinkedInContact Center Incentives
Contact Center Performance Forum
World Wide Contact Center Professionals
Questions?
Bob Cowen248-324-1161
Tyler Mitchell307-745-7126
Kay Jackson609-788-3555
