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!
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
What is ALG?
Loyalty Programs - Points and rewards programs with unique earning and redeeming options
Enhancements Products - Ongoing consumer benefits in the form of convenience and protection-related value-add products
Incentive Products - One-time benefits that inspire particular consumer behaviors