Date post: | 25-Jan-2015 |
Category: |
Business |
Upload: | colintaylortrg |
View: | 376 times |
Download: | 2 times |
Copyright TRG Inc.
Motivating Without Money
Presented at The CPAApril 21, 2009
Colin TaylorThe Taylor Reach Group, Inc.
Copyright TRG Inc.
The Taylor Reach Group
• Call/Contact Center Consultancy established in 2003,• Offices Toronto, Atlanta, Sydney,• Contact Center assessment, design, improvement and
operational management,• 16 consultants in North America,• 30+ awards for excellence in contact center operation,• 14,000+ agent desktops operating under TRG designed
operational models globally,• Clients include: TD Waterhouse, Aldo, Habitat for Humanity
International, Mercedes-Benz USA, Rodale,• Publisher of Customer Reach® a contact center newsletter
distributed to 10,000 senior contact center executives globally 10 times a year.
Copyright TRG Inc.
Colin Taylor
• CEO TRG,• 33 years in call/contact center operations,
design, sales and executive management,• 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)
• More than 20+ awards received on two continents,
Copyright TRG Inc.
Agenda
• The Game has changed,
• Recognition is not enough,
• Incentives don’t always motivate,
• What do Others do?
• Driving Engagement,
• Pull versus Push motivation,
Copyright TRG Inc.
The Game has changed
• ‘Doing More with Less’ has been replaced by ‘Doing More with None’,
• Gen X, Gen Y and the Age of Entitlement,
• Tactics are short-term, Strategy and structure endure,
Copyright TRG Inc.
Or has it?
• Money is still always the right size and colour,
• Many Agents view contact center jobs as transient,
• Turnover is still a huge problem
Copyright TRG Inc.
Recognition isn’t enough
• Recognition programs are great, but alone they are not enough,
• Event based programs expire,• Rewards that most can’t win actually
de-motivates the majority of agents,– ‘First past the post’ individual incentives
create 1 winner and lots of losers.
• Alignment is key
Copyright TRG Inc.
What Others do
• Other companies face the same challenges we do. How do they motivate?– 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
– Reps pick songs and select management staff who must perform them.- Freedom Communications
– Call swapping- If an agent gets 100% score on 3 calls, The manager takes 3 calls for the rep.- Galileo Processing
Copyright TRG Inc.
What Others Do
– 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
– 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
– 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
– Producing ‘Baseball’ cards of your star performers- Embarq,– We rely on Dr. Bob Nelson book “1001 Ways to Reward
Employees”, it has been invaluable.- The McNaughton Group,
Copyright TRG Inc.
Driving Engagement
• Most of the above elements have one thing in common, they are tactical.
• Building a culture of engagement and motivation that endures, requires structure,
• So how do we build an enduring structure?
Copyright TRG Inc.
Push vs Pull Motivation
• Structural design focus creates a push model where staff are motivated to succeed and grow.
• Structure must be designed and aligned with the objectives we wish to obtain,
• So where do we start…at the beginning,
Copyright TRG Inc.
Agent Career Progression
Successful Career
Hiring/Recruiting Career Path/ACM
Job Description Peer Feedback
Agent Employment
Recognition
Monetary Comp
Agent Career Progression
Copyright TRG Inc.
Hiring & Recruiting
• Radical idea- hire staff who can succeed,
• Map skills, competencies and attributes- don’t hire others cast offs,
• Test for what you seek,• Hiring the right staff will define or
reinforce a culture of committed performers,
Copyright TRG Inc.
Job Descriptions
• Tell them what their job is,
• Tell them what is expected in terms of performance,
• Tell them how you will measure them,
• Staff know what is expected and how to succeed, this gives them motivation to perform.
Copyright TRG Inc.
Career Path - ACM
• A McJob- can be defined as one that doesn’t lead anywhere. Is this what your staff believe?
• Show them where they can go, within the center and beyond,
• Define, document and publish the career path.
• When you have a map it is easy to work towards a goal.
Copyright TRG Inc.
Career Path
Sample Agent Training Curriculum + Experience Map
Bus
ines
sLi
ne/G
roup
2B
usin
ess
Line
/Gro
up 3
Bus
ines
sLi
ne/G
roup
4B
usin
ess
Line
/Gro
up 1
NewAgent Hired
Call Handling with Close Monitoring4 Weeks
Side by SideCall Handling
1 weekQuality OK
6-12 Months Experience
Quantity at Standard
Fully Functional Agent BL1
Quality OKFully
Functional Agent
Any Agent6 mths plus
3 Months Experience
Call Handling with Close Monitoring
Quantity at Standard
Quantity at Standard
Agent with 12 mths. Exp. From
Line 1 & or 2 Quality OK
8 Months Experience
Quantity at Standard
Quality OK
Call Handling with Close Monitoring2 Weeks
New Agent With Min. 6 mths or Bus. Line 1 & Good Quality &
Quanity
5 Months Experience
Fully Functional
Agent
Side by SideCall Handling
3 Days
KnowledgeMaintenance
Tests
KnowledgeMaintenance
Tests
Basic Training2 Weeks
Line 2 Training1 Week
Line 3Training 1
3 Days
Line 4 Training1 Week
Call Handling with Close Monitoring1 Weeks
KnowledgeMaintenance
Tests
Fully Functional
Agent
KnowledgeMaintenance
Tests
Copyright TRG Inc.
Peer Feedback
• Empowers staff to share their knowledge.
• They will also learn through coaching,
• Coaching, mentoring benefits both the giver and the receiver.
Copyright TRG Inc.
Recognize What’s Important
• Performance,
• Improvement,
• Leadership,
• Coaching/mentoring,
Copyright TRG Inc.
Align Compensation to goals
• Match compensation to career path,
• Structure compensation for re-earnable element,
• Implement tactical programs to achieve tactical goals,
Copyright TRG Inc.
Questions
Copyright TRG Inc.
Thank You
Colin Taylor
www.thetaylorreachgroup.com
Connect with me on http://www.linkedin.com/profile?viewProfile=&key=1295924&locale=en_US&trk=tab_pro
Follow me on Twitter @colinsataylor