We changed our bonus structure to really change the mindset around bonus. We had a more traditional bonus structure, based on 4 separate metrics (ADH, ATT, QA & Attendance). Prior to the changes in bonus, agents would receive bonus pay out on the second paycheck of each month. We found that a large percentage of our agents were performing below expectations, and were seemingly satisfied with receiving a smaller bonus. Firstly we based bonuses on skill sets, so if you have been trained on skills x, y & z you get this much bonus in a month…a simplified fixed bonus. Secondly, we adjusted bonus payout to every paycheck in the same month, which gave an immediate return on the agent’s effort. Thirdly we started out giving everyone their bonus, and then added a disqualifier for not meeting quality goals; we made it their bonus to lose!
Transcript of "Affinion Rock 'em Sock 'em Quality Competition"
ATA Best Contact Center Incentive 2011
Who is Affinion Group? <ul><li>Affinion Group is the global leader in the designing, marketing and servicing of comprehensive customer engagement and loyalty solutions that enhance and extend the relationship of millions of consumers with many of the largest and most respected companies in the world </li></ul><ul><li>What is ALG? </li></ul><ul><li>Loyalty Programs - Points and rewards programs with unique earning and redeeming options </li></ul><ul><li>Enhancements Products - Ongoing consumer benefits in the form of convenience and protection-related value-add products </li></ul><ul><li>Incentive Products - One-time benefits that inspire particular consumer behaviors </li></ul>
<ul><li>ALG Westervile VS. ALG Lewiston </li></ul><ul><li>Rock Em’ Sock Em’ QUALITY Competition </li></ul><ul><li>In the month of May we will be competing against our sister center in Lewiston for the highest QA average for the month! </li></ul><ul><li>The winner’s entire department will be treated to a catered lunch and cake courtesy of the losing center. </li></ul><ul><li>To add a little fun to the prize as well…The winning team’s agents will get to throw water balloons or pies at their management team! </li></ul><ul><li>Does this sound like fun to you? I certainly hope so! </li></ul><ul><li>C’mon ALG Westerville…I know we can KO this competition…Get your gloves on, get ready…And let’s DO THIS!! </li></ul>
IT’S ALL MENTAL <ul><li>Change in bonus structure, to change the mindset around bonus. </li></ul><ul><li>Simplified Fixed Bonus NO MATH! </li></ul><ul><li>2. More immediate return on effort </li></ul><ul><li>3. Loss aversion – keep what they have </li></ul>
Why did this work? <ul><li>- Simple, easy to understand metrics </li></ul><ul><li>- New and fresh </li></ul><ul><li>Great communication and flow of information to all of the participants </li></ul><ul><li>Agents were involved in the incentive process -They told us what they wanted </li></ul>
Cost Per FTE? <ul><li>We spent just under $10 per FTE for this incentive. </li></ul><ul><li>A small investment for a 5.9% increase in quality scores. </li></ul>