I know this has cropped up before but I was interested in conducting a quick survey to find out about reward and incentive schemes for call centre and customer service staff across various industry sectors. I happen to know that some financial organisations offer reward schemes for 'star' performers (as compared to peers at any given grade) and the rewards are usually small, relatively inexpensive gifts or vouchers, but coupled to recognition and praise. Others offer things like a week in a flash company car or days off work, as an incentive not only to meet but to beat targets. I am led to believe it has proved successful, with the efficiency and motivational gains by far outweighing the costs of the reward packages.

On the other hand, I personally have always found that praise and recognition feels better to me than simple material reward, and I am curious to see if that holds true throughout the industry.

So, have you heard of any good reward schemes, or maybe have an idea what constitutes an effective reward and recognition programme, or do you think that rewarding the better performers is counter productive and might actually de-motivate those who fall short for whatever reason?

John

Here's an article I found a number of years ago. Thought provoking to say the least.

http://www.alfiekohn.com/managing/fbrftb.htm

http://www.callcenterworld.com/html/ar/ar_{0614BD77-E3FF-4CE5-A7FB-E8241EB552DC}.asp

Just Check out this link. Very good. Think you may have to register first.

Simon, I found the article very interesting, but I'm always being told that we're in a fast moving industry. So while the theory is still credible, are the reports of 3/4 of "american businesses relying on some sort of incentive program" still valid??