Awards Network incentive programs help organizations overcome the various setbacks that are unique to a call center environment. Our professionals bring their knowledge and experience into the developing of every call center incentive program initiative. Our incentive programs can become the critical link needed between employees and motivation.

Awards Network incentive programs are tailored to achieve our clients' objectives. Below is a case study showing how Awards Network helped a call center achieve its goals.

Call Center Program - Case Study
Objective:
A client approached Awards Network to assist in rewarding, motivating and recognizing their employees. Areas of program concentration included:

• High turnover
• Low attendance rates
• Monthly sales goals not being met
• Issues with employee recognition
• Lower than industry average customer satisfaction rates

Awards Network designed a proactive online incentive program that allowed employees to access a customized website with a username and password. The activity for each participant's account is maintained by Awards Network from the point uploads to the fulfillment of merchandise. Appointed administrators and sub-administrators have access to all or part of the reporting system and program information.

The client awards points on a monthly basis to each of the program participants. Each user's account contains baseline targets that need to be attained to earn award points. Through the client's intranet, notices are posted informing recipients when points will be uploaded. With 14 different categories/point levels of lifestyle merchandise, each employee will qualify for the lowest level, provided he or she does not have an unexcused absence for the first 2 months. After that period emphasis is heavily placed on monthly sales goals and customer satisfaction ratings. Finally, after 6 months, employees were then introduced to improving process time goals.

Since goals were introduced over a 6 month period, emphasis was equally placed on the organization's various objectives. In addition, with a buildup of excitement, program participants had reason to continue to visit their individual online accounts. With Awards Network analytical data, the organization was able to determine with each goal introduction the amount of excitement and overall employee interest level.

Benefits and Results of the Program:
Through 12 months of the program, the following results have been achieved:

• Employee retention rates increased by 25%
• Attendance rates increased from 85% to 95%
• The number of employees who reached their monthly sales goals improved by 25%
• Overall processing time for calls in all areas decreased by 15%
• The customer satisfaction rating soared from 79% to 90%%

With the increase in employee retention rates, the program has had the added benefit of generating an increase in new employee recruitment. Employees continue to contact program administrators at the beginning of each month on point upload status. The level of excitement along with the short and long term results has improved the call centers working atmosphere and employee's mentality.

Contact us today to find out how Awards Network can help your organization succeed!