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Article : Incentive Programs to Boost Engagement

We wanted to know the types of incentive programs used by various contact centers in order to motivate employees to outperform themselves and provide top quality customer service. We asked industry experts to give us examples and the effectiveness of each.

- a survey by Joss Jalbert, ContactCenterWorld.com

Haruko Hoya
Promotion Leader
TMJ
Japan

"We run many, but we often see non-monetary incentive outrun monetary incentive. For example one of our sales center invented "raise your hands game" and keeps achieving sales goal ever since. Rule is very simple, if a rep gains pre-sales estimate from a customer, raise one finger. When achieved sales, two fingers. This way Everyone in the center knows instantly who's doing great, and the one who gained recognition feels very proud. The supervisor said especially for high performers, Pride works as well as money."

About TMJ

TMJ inc. (formerly known as Telemarketing Japan) is a Business Process Outsourcing organization.
 
Diana Dubois
Director of Marketing
Credit Protection Association
United States

"Our incentive programs are based on quotas. We have daily and weekly contests among our agents in which they are able to earn incentives based on performance. This is a beneficial incentive because agents are prone to increase their work efficacy to win the next competition. We also assign individuals and team challenges with incentives of Wal-Mart gift cards or pizza parties. With these incentive programs, we realized overall improved staff morale and an increased number of dollars collected across the board."

 
Aminudin Zainodin
Assistant General Manager
Hong Leong Bank
Malaysia

"We have most of the common incentive program that other contact centre practising but i want to narrow down to one incentive program for our Outbound Telesales which I find successful. We are performing cross selling of products and apart from commision paid we able to get a sponsored from product owners to sponsor the main prize for the Best telesales which include a full paid oversea trip. Of course the location selected normally will be the most desired destination."

About Hong Leong Bank

Hong Leong Bank is a bank in Malaysia. Hong Leong Bank was founded by Lam Ji Chiew and began its operations in 1905 in Kuching, Sarawak under the name of Kwong Lee Mortgage & Remittance Company.
 
Nitin Mahajan
Technical Support Manager
Infosys
India

"I recommend them for awards in the organisation based on their achievements. I also sponsor some of the awards and events. Guide them in their career movements."

About Infosys

Infosys BPO is an end-to-end outsourcing services provider. We address your business challenges through our integrated IT and business process outsourcing solutions. We unlock business value by applyi... (read more)
 
Ahmad Kaseri Ramin
Researcher / Academia
University Tun Hussein Onn
Malaysia

"My research finding recently that, monetary rewards alone is not the only answer to motivate employee, make them feel as one family is the key and is not easy to implement."

About University Tun Hussein Onn

Universiti Tun Hussein Onn Malaysia is a public university in Batu Pahat, Johor, Malaysia. Established in September 1993 as the Polytechnic Staff Training Centre it was upgraded to Institut Teknologi... (read more)
 
Kaye MacDonald
Head of Service
BT UK Customer Services
United Kingdom

"We have used financial incentives but this did not work as it was difficult to manage and as the roles differ it was not seen as being fair. When it was removed there was no issues or concerns raised which really backed this up. We offer a fair pay for the work they do, there is no incentive programmes in but we will use Reward and Recognition which does work but it is directly related to something that they have done customer recognition, work outside of their day job."

About BT UK Customer Services

BT is provider of communications services and solutions for everybody in the UK and for corporate customers in the rest of Europe, with global reach through partnerships. BT provides services for all... (read more)
 
Barb Bleiler
Solution Deployment Leader
WPS Health Insurance
United States

"We are a union shop so we are not allowed to use incentive. Instead, we allow opportunity to work on projects in the areas of preference for inititiave."

About WPS Health Insurance

Providing Health Insurance to individuals and groups in the State of Wisconsin
 
Stacy Spradling
Director of People Services
STARTEK USA
United States

"We motivate using food, fun and money.

1. Food - We hold monthly team performance contests where the prize involves having a team lunch with your supervisor on us!
2. Fun - We allow high performers for the day to have one extra 15 minute break (their supervisor is tasked with taking their calls) to play a Wii game against one of the center leaders.
3. Money - We have several formal pay for performance programs that pay weekly bonuses to employees who exceed our key performance indicator goals."

About STARTEK USA

StarTek is the customer care expert in business process outsourcing. Our job is to improve and manage the customer experience for our clients. StarTek’s suite of solutions includes sales, order manage... (read more)
 
Jackelene Aquino
Country Human Resource Manager
Concentrix Philippines
Philippines

"We give performance bonus every month. We also have a passport system where reward points are earned and these points have an equivalent reward item or cash value."

About Concentrix Philippines

Aditya Birla Minacs is a business solutions company that partners with global corporations in the manufacturing, retail, telecom, technology, media and entertainment, banking, insurance, healthcare an... (read more)
 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Retention Team

Read today's tip or listen to it on podcast.

Related Editorial

Published: Thursday, May 6, 2010

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Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.
 

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