Download - Motivating Your Team the Easy Way
Motivating Your Teamthe Easy Way
Carol Jagger
Area Manager, Northeast Ohio Division
Time Warner Cable
Motivating your Team the Easy Way
Use one tool that is easy to administer and that encourages your team
To sell services
To improve attendance and performance
To seek recognition that comes with being star employees
Goals for Program
Motivate all employees to offer servicesEasy to launch, understand, administer
and trackGenerate and keep interest of team for at
least 90 daysEase/flexibility in changing
focus Cost Effective and FUN!
Challenges for Program
50 employees in 6 locations80% of employees are technicians
50% with 10 years+ seniority
New marketing plan with no traditional discounted campaign offers
New policy of tougher collection scheme for non-pays
Here’s the Program
Beginning April 1, 2001, Customer Service Reps & Technicians were given DIGITAL DOLLARS for sales.
They could then go in to a special website and make purchases that would be delivered to them by their supervisor.
Here are the Results
Technical Sales from 2000 – 2001 Increased New Sub sales by 40% Increased Non-Pay Saves by 4% Increased Upgrade Sales by 216%
More Results
Technical Sales from 2001 – 2002
Increased New Sub Sales by 40%
Increased Non-Pay Saves by 5.7%
Upgrade Sales went down 39% over last year, but are still up 93% from 2000
Why Did It Work?
Talk, talk, talk! Build excitement from the start
Flexibility galore
Immediate gratification
Find out what types of merchandise will motivate your team and give it to them
Send the digital dollars information home and getthe family involved
What Happened Next?
Non-sales incentives added to program with quarterly report cards Perfect attendance Repeat Service Calls within 30 days Installs followed by Service Calls
within 60 days Completion Rates Productivity/Efficiency No vehicle accidents/property damage Independent study
And Then What ?
Satellite Dish Locate Program Over 3,000 addresses with satellite dishes
were added to our database in 60 days
Adding Serviceable Addresses to Database Added over 275 homes to our database in the
Mansfield area alone in a 60 day period
Wait, There’s More!
Converter & Modem Retrieval Project
One CSR in an outlying office was responsible for recovering 746 converters in less than six months
She also recovered 79 modemsin 60 days
She reconnected over60 customers!
Unexpected Benefits
Attendance Perfect attendance for group was
32% for 2001 and is currently at50% for 2002
Efficiencies Internet self-installs are double in our area from areas
not in the program Employee Churn
Not one single Mansfield area employee in the program has resigned since the program started!
Questions?
