Rewarding Contact Center Employees: Frequency and Effectiveness of Recognition Programs
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Study Overview
Incentive plans and recognition programs offered to Contact Center employees are a key driver of employee motivation and productivity. As many contact centers are shifting from being purely service centers to also taking on sales responsibilities, executives are looking to implement more flexible incentive plans fit for the goals and tasks of blended representatives.
Key Topics
This 35-slide research document uncovers the types and components of incentive programs used for pure sales reps, pure service reps and blended contact center employees, the levels and frequency of incentive pay-outs companies use to gain maximum return, and the overal lessons learned in motivating employees effectively.
Key Findings
- Over 90% of the benchmark class offer incentive pay-outs for sales or service goals, and nearly half of the companies reward for both service and sales goals.
- Companies that rated their incentive program highest in effectiveness rated cash incentives as the most efficient employee motivator.
- While the large majority of companies surveyed have thresholds sales reps must reach before receiving incentives, only 59% also have thresholds for their service representatives.
- One benchmark partner described the effectiveness of having a separate budget plan for each department to fund and develop their own incentive programs.
Methodology
This benchmark study originated from a Best Practices, LLC benchmarking survey. It was conducted on behalf of Best Practices, LLC's Financial Services Forum and was based on a survey with seventy-two benchmark partners across multiple industries and interviews with select contact center executives.
Human Resources > Compensation, Rewards, and Recognition > Incentive Programs
Industries Profiled:
Consumer Products; Financial Services; Computer Software; Service; Utilities; Consulting; Health Care; Telecommunications; Manufacturing; Professional Services; Publishing; Retail; Technology; Education; Banking; Insurance; Media; Electronics; Computer Hardware; Computers; High Tech; Transportation; Chemical; Pharmaceutical
Companies Profiled:
Aramark; GE Money (formerly GE Consumer Finance); Raytheon Financial Group; Niagara Credit Union; Nationwide Financial; Misys International Banking Systems; Manulife Financial; HSBC Mortgage; GMAC Mortgage; GE Capital (India Services); Ford Motor Credit Company; FirstCaribbean Internation Bank; Equity Trust Company; Comerica Bank; AmeriCredit; Vision Solutions; Waste Management; TrustPower; TAC Worldwide; Stanley Security Services Canada; Southern Cross Healthcare; SouthEast Telephone; Softwin; Softtek; RewardsPlus; Peregrine Systems Inc.; Norse Dairy Systems; Nipuna Services; Newfoundland Power; Lakeland Electric; Kingspan Group; Kalmbach Publishing; Kable News Company Inc.; Invacare Corporation; Integral Energy; Innove Communications; Fulfillment Systems; Inc.; Florida Hospital Healthcare System; Emery-Waterhouse; Current; Cintas; Choice One Communications; Cerida; Carlson Hospitality; Business Methods (BMI); Ausburg Fortress; ADC; Wells Fargo; Wachovia; US Bank; GE Capital; Bank of America; ASB Bank Ltd; Vodacom; UNUMProvident; Thomson; Texas Instruments; Telus Corp.; Sprint; Merastar Insurance Co.; Honeywell; Hewlett-Packard; Gap Inc. Direct; Emirates Group; EDS; DuPont; Convergys; CommsCo; Cardinal Health; Blue Cross Blue Shield of Mass.
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