affinion rock 'em sock 'em quality competition

17
ATA Best Contact Center Incentive 2011

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Page 1: Affinion Rock 'em Sock 'em Quality Competition

ATA Best Contact Center Incentive 2011

Page 2: Affinion Rock 'em Sock 'em Quality Competition

Who is Affinion Group?• Affinion Group is the global leader in the designing, marketing and

servicing of comprehensive customer engagement and loyalty solutions that enhance and extend the relationship of millions of consumers with many of the largest and most respected companies in the world

What is ALG? • Loyalty Programs - Points and rewards programs with unique

earning and redeeming options• Enhancements Products - Ongoing consumer benefits in the form of

convenience and protection-related value-add products• Incentive Products - One-time benefits that inspire particular

consumer behaviors

Page 3: Affinion Rock 'em Sock 'em Quality Competition

3.4

Page 4: Affinion Rock 'em Sock 'em Quality Competition
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ALG Westervile VS. ALG LewistonALG Westervile VS. ALG Lewiston

Rock Em’ Sock Em’ QUALITY CompetitionRock Em’ Sock Em’ QUALITY Competition

In the month of May we will be competing against our sister center in In the month of May we will be competing against our sister center in Lewiston for the highest QA average for the month!Lewiston for the highest QA average for the month!

The winner’s entire department will be treated to a catered lunch and The winner’s entire department will be treated to a catered lunch and cake courtesy of the losing center.cake courtesy of the losing center.

To add a little fun to the prize as well…The winning team’s agents will To add a little fun to the prize as well…The winning team’s agents will get to throw water balloons or pies at their management team!get to throw water balloons or pies at their management team!

Does this sound like fun to you? I certainly hope so!Does this sound like fun to you? I certainly hope so!

C’mon ALG Westerville…I know we can KO this competition…Get your C’mon ALG Westerville…I know we can KO this competition…Get your gloves on, get ready…And let’s DO THIS!!gloves on, get ready…And let’s DO THIS!!

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IT’S ALL MENTAL

Change in bonus structure, to change the mindset around bonus.

1. Simplified Fixed Bonus NO MATH!

2. More immediate return on effort

3. Loss aversion – keep what they have

Page 9: Affinion Rock 'em Sock 'em Quality Competition
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Why did this work?- Simple, easy to understand metrics

- New and fresh- Great communication and flow of information to all of the participants- Agents were involved in the incentive

process -They told us what they wanted

Page 11: Affinion Rock 'em Sock 'em Quality Competition

Cost Per FTE?

• We spent just under $10 per FTE for this incentive.

• A small investment for a 5.9% increase in quality scores.

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The WinnersWesterville LewistonYours Truly