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We are working on an incentive plan which will motivate the team, increase performance and service level. Please share your experience and sample plan if it works for your team/organization.
Contact center work sometimes are graveyard shift so you really need to motivate your people by giving the right incentives for them so that they will work more and work with ethusiasm. Graveyard shift sometimes is boring that is the truth though but to motivate an employee you need to reward them whenever they have achievements.
Axiem Corp. Contact Center Service Firm (Our Website Here)
Our current plan incentifies Reservations (inbound call center with 25 agents) for Sales (# bookings), Attendance, Adherence and Quality Monitoring. I would enjoy learning more from others as we are currently evaluating our programs. Is there anyone who can share their current program?
Budget wise we will follow the industry practise, which i believe from range RM300 to RM500. Performance metric cover call answered, email replied and data entry. others are attendance, complaint/compliment, time management and call monitoring on fatal non fatal rate.
Please share your practises.
A few tips here:
1. Your incentive plan needs to carefully incorporate both quality and performance targets.
2. The KPIs used to determine bonus eligibility should be 100% controllable by the CSR. For example, contact rate should not be an eligibility criterion.
3. Keep it simple.
4. Make sure the targets are achievable. You want CSRs to make incentives.
5. Use the incentive program to promote the behaviours you condone.
Operations Manager - Contact Centre
I too am looking for a Incentive Plan - based on stats, compliments and a possibility of deduction if they get a complaint about them ? I have a FTE of 33 with a mixture of full and part time Advisors together with a outsource FTE of 16.
I am also interested to know some of your practices w.r.t. an incentive plan. My KPI are: Calls/QA/Productivity(this is basically time keeping) & Query time.
Is there any budget allocated ? Do you have existing KPI for the team ? Furnish me your nature of Job and i will share with you some of our current practices.
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