If you run any incentive scheme ensure it’s fair and everyone has an equal chance of winning. An example of an unfair scheme we came across was when we visited a travel company’s contact center. The company was pushing a new travel insurance product and offered a prize to the first person to sell one of the new products on day 1. However the company did not take into account the rota system which meant that at 7 am when the incentive was announced only a few of the agents were in. The prize was won at 8:15 am and some 75% of agents did not even get a chance because they had not started their shift – when they did arrive they were told of the scheme and that it had already been won. You can imagine the morale of those agents who missed out on a chance to win!