Incept lifesaver presentation


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Incept lifesaver presentation

  1. 1. Best Contact Center Incentive Contest: The LifeSaver Program
  2. 2. The Challenge <ul><li>Create an incentive program that: </li></ul><ul><li>Is long-term and sustainable </li></ul><ul><li>Educates our CMEs on how important their job is for the communities we support </li></ul><ul><li>Involves a visual distinction for our most successful CMEs to develop internal respect and a team of “player/coaches” </li></ul><ul><li>Is custom-designed for the industry we are most intensely focused on </li></ul>
  3. 3. The Result Incept’s LifeSaver Program <ul><li>A Program is developed that recognizes Incept CMEs for generating blood donations: </li></ul><ul><li>Any CME that calls a Blood Bank program is eligible </li></ul><ul><li>Based on total points and the CMEs are awarded “levels” of LifeSaver status </li></ul><ul><li>In addition to “levels”, they also receive a bonus based on their points earned </li></ul>
  4. 4. The Point System <ul><li>Varying points are awarded based on the type of donor contacted: </li></ul><ul><ul><ul><li>10 points for a New Donor/Prospecting </li></ul></ul></ul><ul><ul><ul><li>8 points for a Super Lapsed Donor </li></ul></ul></ul><ul><ul><ul><li>6 points for an Apheresis Donor </li></ul></ul></ul><ul><ul><ul><li>4 points for a Lapsed Donor </li></ul></ul></ul><ul><ul><ul><li>2 points for a Current/Maintenance Donor </li></ul></ul></ul><ul><ul><ul><li>*The points are doubled if the donor keeps their appointment to encourage CMEs to work towards getting donors to commit over the phone. </li></ul></ul></ul>
  5. 5. The Bonus System <ul><li>Varying points are awarded based on the type of donor contacted: </li></ul><ul><ul><ul><li>0.00 to 1 points per hour: $.10/point </li></ul></ul></ul><ul><ul><ul><li>1.01 to 2 points per hour: $.45/point </li></ul></ul></ul><ul><ul><ul><li>2.01 to 3 points per hour: $.70/point </li></ul></ul></ul><ul><ul><ul><li>3.01+ points per hour: $.95/point </li></ul></ul></ul><ul><ul><ul><li>*This is the amount the CME will receive per hour they are calling Blood Banks in addition to their hourly wage. </li></ul></ul></ul>
  6. 6. The LifeSaver Levels
  7. 7. Introduction <ul><li>Initially introduced the program concept at Incept’s 2008 Holiday Party and publicly recognized the 5 top performers. </li></ul><ul><li>Printed an initial thank you message in the Canton Repository recognizing these CMEs </li></ul><ul><li>A memo was developed and provided to the CMEs with details of the program </li></ul><ul><li>Banners and flyers were placed throughout the Call Center with the details of the program </li></ul><ul><li>Weekly recognition is given on Facebook as well as displayed in the contact center </li></ul>
  8. 8. Ongoing Recognition <ul><li>Ongoing communication within each Employee of the Month ceremony, including a 4 foot trophy and a cash incentive to the previous months highest LifeSaver points holder </li></ul><ul><li>Program details are readily available via Incept’s Intranet after being provided in every new hire training packet </li></ul><ul><li>Every CME receives a name plate that is at the top of their booth displaying their current LifeSaver level </li></ul><ul><li>Currently testing the ability to use the title in calls to determine if there is additional impact in performance </li></ul><ul><li>Recognition in the local newspaper for reaching level 12 </li></ul>
  9. 9. The Results <ul><li>Response Rate increased by 5.12% across blood center programs </li></ul><ul><li>Revenue/hour increased by 8.39% across blood center clients </li></ul><ul><li>ROI 10:1 </li></ul><ul><li>Total cost of under $4,000 </li></ul><ul><li>Total increase in revenue over $40,000 </li></ul><ul><li>Overall saw an improvement in all areas, which means more blood on the shelves for our clients </li></ul>
  10. 10. The Results This a count of CMEs by LifeSaver level since the start of the program. Since the onset of the program, we have awarded 6 vacations with all expenses paid by Incept!! 6 20+ 2 19 3 18 6 17 3 16 3 15 4 14 7 13 11 12 4 11 3 10 11 9 12 8 16 7 22 6 25 5 48 4 84 3 152 2 101 1 Count of CMEs LifeSaver Level
  11. 11. Thank You!!!