motivating without money cpa
DESCRIPTION
Presentation presented to the Contact Professional Alliance on building a culture that motivates and engages agentsTRANSCRIPT
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• ‘Doing More with Less’ has been replaced by ‘Doing More with None’,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