Designing a Contact Center Incentive Program that Drives Results

Discover the critical elements of designing and implementing an incentive program that is simple, fair, and motivates your employees to greater productivity.

Although incentive plans are fraught with danger, well-executed plans carry a high ROI, including increased productivity and performance. Done poorly, incentive plans can backfire, leading to employee dissatisfaction and dissention. Through ICMI’s Designing a Call Center Incentive Program that Drives Results virtual classroom course, you’ll learn the best way to evaluate and design a program that really gets performance and productivity results.

Starting with a blueprint for employee peak performance, you’ll discover how incentives work as part of an overall performance strategy. To guarantee the success of your incentive program, it is essential that it supports your business strategy. You’ll learn how to forge a link between your desired business outcomes and the contributions of your employees.

Having determined whether (or not!) an incentive program is right for your organization, you’ll use a proven 10-step incentive design implementation process to create the right program for your needs, both on the service side and on the sales side. You’ll learn what works and what doesn’t, how to determine who should get incentives, and how to implement and effectively communicate the program to your employees.

Whether you are just thinking about adding an incentive plan, or have one in place that you would like to tweak, this course will guide you through all the steps and strategies you need to design incentives that will drive the performance and productivity results you want.

Designed for contact center directors, managers, and quality assurance specialists who are responsible for performance management, this course will prepare you to:

• Determine if an incentive program is right for your organization.
• Make a business case for adding an incentive program to your compensation plan.
• Answer the three questions most upper management compensation committees will ask.
• Use a 10-step process to design an incentive program that meets business and employee needs and is easy to administer.
• Identify and avoid common incentive problems and mistakes.
• Learn the top 10 tips for incentive program success.

Who Should Attend

Contact center managers, directors, and quality assurance specialists who are responsible for their performance management system.

Course Length and Delivery Method

This course is delivered in a two-hour virtual classroom session. Purchasing this course on-demand will give you access to the recording (slide presentation with audio) and course materials for 30 days.

Course Materials

• Printable Slide Presentation
• Industry Articles
• A Look at What Works in Agent Rewards and Recognition
• An Agent-Based Approach to Incentives
• The Benefits of Online Incentive Programs
• Handouts

Pricing

Pricing for live virtual classroom courses is for one computer and one telephone connection per session. An unlimited number of participants may attend through a single connection to WebEx.

Cancellation Policy

Please take a moment to read the cancellation policy.