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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.
 

Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

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 LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - 0 - 100% Rollout Can Hurt

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

Published: Thursday, May 6, 2010

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recruitment Products/Services

 
1.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

2.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

3.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!

4.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

5.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

6.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

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