Affinion Rock 'em Sock 'em Quality Competition
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The document discusses an incentive competition between two call centers, ALG Westerville and ALG Lewiston, to increase quality scores. The center with the highest quality assurance average for the month of May would win a catered lunch and cake, and their agents could pie management from the losing center. The Westerville center communicated they were ready to "do this" and defeat Lewiston in the competition.
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Affinion Rock 'em Sock 'em Quality Competition
- 1. ATA Best Contact Center Incentive 2011
- 9. Draw! 3.6
- 17. The Winners Westerville Lewiston Yours Truly
Notes de l'éditeur
- 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!