Browse Prior Art Database

U.S. Contact Centers Recognition Program

IP.com Disclosure Number: IPCOM000132057D
Original Publication Date: 2005-Nov-30
Included in the Prior Art Database: 2005-Nov-30
Document File: 2 page(s) / 110K

Publishing Venue

IBM

Abstract

Finding innovative and creative ways to improve morale and drive productivity and quality in a contract center environment is a constant challenge. An award program for Contact Center Agents, Support Operations, and Management provides recognition for going above and beyond in their job responsibilities and exceeding organizational goals and objectives.

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U.S. Contact Centers Recognition Program

Disclosed is a program designed to increase performance and employee morale in a contact center environment.

Top performers are awarded on a monthly, quarterly and semi annual basis for exceeding key measurements such as quality and productivity. This program not only focuses on individual contributions that relate to the day to day job responsibilities but additionally rewards for team accomplishments, customer commendations and special projects/process improvements.

Supporting an award program not only impacts performance and employee morale but additionally is a great tool that can be marketed to commercial accounts.This tool is highlighted in customer presentations that not only display best practices in measurements & management of contact center operations, but also excellence in recognizing and rewarding employees for superior performance. This program is instrumental in contact center success and is a key component in delivering world class service.

There are many "schools of thought" in the industry on how to implement and manage incentive programs. The most important issue to consider is to determine what behaviors the organization wants to instill or reinforce through the program, and how long are they are willing to pay to enhance that behavior.

This program focuses on several key areas:
1. Consider what motivates employees to strive for excellence.
2. Determine what performance measurements needs to be used t...