Motivating Without Money Cpa


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Presentation presented to the Contact Professional Alliance on building a culture that motivates and engages agents

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  • Motivating Without Money Cpa

    1. 1. Motivating Without Money Presented at The CPA April 21, 2009 Colin Taylor The Taylor Reach Group, Inc.
    2. 2. The Taylor Reach Group <ul><li>Call/Contact Center Consultancy established in 2003, </li></ul><ul><li>Offices Toronto, Atlanta, Sydney, </li></ul><ul><li>Contact Center assessment, design, improvement and operational management, </li></ul><ul><li>16 consultants in North America, </li></ul><ul><li>30+ awards for excellence in contact center operation, </li></ul><ul><li>14,000+ agent desktops operating under TRG designed operational models globally, </li></ul><ul><li>Clients include: TD Waterhouse, Aldo, Habitat for Humanity International, Mercedes-Benz USA, Rodale, </li></ul><ul><li>Publisher of Customer Reach ® a contact center newsletter distributed to 10,000 senior contact center executives globally 10 times a year. </li></ul>
    3. 3. Colin Taylor <ul><li>CEO TRG, </li></ul><ul><li>33 years in call/contact center operations, design, sales and executive management, </li></ul><ul><li>18 years in the outsource contact center space including 9 years as president & CEO of one of Canada’s largest contact center outsource agencies (Watts, now Resolve) </li></ul><ul><li>More than 20+ awards received on two continents, </li></ul>
    4. 4. Agenda <ul><li>The Game has changed, </li></ul><ul><li>Recognition is not enough, </li></ul><ul><li>Incentives don’t always motivate, </li></ul><ul><li>What do Others do? </li></ul><ul><li>Driving Engagement, </li></ul><ul><li>Pull versus Push motivation, </li></ul>
    5. 5. The Game has changed <ul><li>‘Doing More with Less’ has been replaced by ‘Doing More with None’, </li></ul><ul><li>Gen X, Gen Y and the Age of Entitlement, </li></ul><ul><li>Tactics are short-term, Strategy and structure endure, </li></ul>
    6. 6. Or has it? <ul><li>Money is still always the right size and colour, </li></ul><ul><li>Many Agents view contact center jobs as transient, </li></ul><ul><li>Turnover is still a huge problem </li></ul>
    7. 7. Recognition isn’t enough <ul><li>Recognition programs are great, but alone they are not enough, </li></ul><ul><li>Event based programs expire, </li></ul><ul><li>Rewards that most can’t win actually de-motivates the majority of agents, </li></ul><ul><ul><li>‘First past the post’ individual incentives create 1 winner and lots of losers. </li></ul></ul><ul><li>Alignment is key </li></ul>
    8. 8. What Others do <ul><li>Other companies face the same challenges we do. How do they motivate? </li></ul><ul><ul><li>Rotating Trophies for Top Performers each month. Decorating agents workstations whenever they meet their daily and/or monthly goals. Managers calls where the center Supervisor and managers take the reps calls for an hour while the Rep coaches the manager.- The Scooter Store </li></ul></ul><ul><ul><li>Reps pick songs and select management staff who must perform them.- Freedom Communications </li></ul></ul><ul><ul><li>Call swapping- If an agent gets 100% score on 3 calls, The manager takes 3 calls for the rep.- Galileo Processing </li></ul></ul>
    9. 9. What Others Do <ul><ul><li>Earn a chocolate for a perfect call or a call resolved in X minutes. Each resolution (or perfect call) gets a round of applause from the whole center.- Wipro BPO </li></ul></ul><ul><ul><li>80/20 Elite Team, the Pareto principal rewards the top 20% of agents. They get a separate lounge, flex shifts, first choice of time off and are groomed for management roles. This is run and reviewed each quarter. – Wipro BPO </li></ul></ul><ul><ul><li>Placing a rose on the seat of an agent who has gone above and beyond. Campaign pins, like military ribbons or scout badges placed on the agents nameplate on their workstation.- Embarq </li></ul></ul><ul><ul><li>Producing ‘Baseball’ cards of your star performers- Embarq, </li></ul></ul><ul><ul><li>We rely on Dr. Bob Nelson book “1001 Ways to Reward Employees”, it has been invaluable.- The McNaughton Group, </li></ul></ul>
    10. 10. Driving Engagement <ul><li>Most of the above elements have one thing in common, they are tactical. </li></ul><ul><li>Building a culture of engagement and motivation that endures, requires structure, </li></ul><ul><li>So how do we build an enduring structure? </li></ul>
    11. 11. Push vs Pull Motivation <ul><li>Structural design focus creates a push model where staff are motivated to succeed and grow. </li></ul><ul><li>Structure must be designed and aligned with the objectives we wish to obtain, </li></ul><ul><li>So where do we start…at the beginning, </li></ul>
    12. 12. Agent Career Progression
    13. 13. Hiring & Recruiting <ul><li>Radical idea- hire staff who can succeed, </li></ul><ul><li>Map skills, competencies and attributes- don’t hire others cast offs, </li></ul><ul><li>Test for what you seek, </li></ul><ul><li>Hiring the right staff will define or reinforce a culture of committed performers, </li></ul>
    14. 14. Job Descriptions <ul><li>Tell them what their job is, </li></ul><ul><li>Tell them what is expected in terms of performance, </li></ul><ul><li>Tell them how you will measure them, </li></ul><ul><li>Staff know what is expected and how to succeed, this gives them motivation to perform. </li></ul>
    15. 15. Career Path - ACM <ul><li>A McJob- can be defined as one that doesn’t lead anywhere. Is this what your staff believe? </li></ul><ul><li>Show them where they can go, within the center and beyond, </li></ul><ul><li>Define, document and publish the career path. </li></ul><ul><li>When you have a map it is easy to work towards a goal. </li></ul>
    16. 16. Career Path
    17. 17. Peer Feedback <ul><li>Empowers staff to share their knowledge. </li></ul><ul><li>They will also learn through coaching, </li></ul><ul><li>Coaching, mentoring benefits both the giver and the receiver. </li></ul>
    18. 18. Recognize What’s Important <ul><li>Performance, </li></ul><ul><li>Improvement, </li></ul><ul><li>Leadership, </li></ul><ul><li>Coaching/mentoring, </li></ul>
    19. 19. Align Compensation to goals <ul><li>Match compensation to career path, </li></ul><ul><li>Structure compensation for re-earnable element, </li></ul><ul><li>Implement tactical programs to achieve tactical goals, </li></ul>
    20. 20. Questions
    21. 21. Thank You <ul><li>Colin Taylor </li></ul><ul><li>[email_address] </li></ul><ul><li> </li></ul><ul><li>Connect with me on </li></ul><ul><li>Follow me on Twitter @colinsataylor </li></ul>