Effective Contact Center Bonuses, Pay and Performance Systems 2-day training class, $1995

Overview

Contact center incentive compensation plans are designed to motivate telesales and customer service professionals to achieve goals and strive for excellence.  But all too often, well-designed, thoughtful reward systems produce the opposite effect. Why is this?  Is it possible to design compensation plans that keep sales and service reps motivated and focused on the customer while supporting corporate goals?

Understanding the underlying dynamics of reward, pay, bonus, and contact center employee psychology can illuminate strategies you need to help your comp plan succeed.  Attendees of this training course will go back to their customer support centers with practical, real-world knowledge of how to design call center compensation plans that drive performance. You will learn the relationships between rewards and motivations, why contact center pay plans fail, and the proper tools and approaches to use to drive the results you want..

This course is taught by James Abbott, the industrial and service engineer who literally wrote the book on the subject: The Executive Guide to Call Center Metrics, the most widely read book on this topic. Contact Center Metrics, Data Analytics and Reporting is like no other course you have ever attended.

Who Should Attend

This course is for any professional responsible for support center performance management, cost management, employee motivation, employee career development, hiring, compensation, call center operations, or implementation of performance improvement strategies. Participants that will benefit most from the course include contact center supervisors, managers, directors and VPs, human resource professionals, operating officers, and financial analysts.

This course is designed for call center and help desk professionals.  

Prerequisites

There are no prerequisites for this course.

Follow-on Courses

Attendees of this course will benefit from:

• Principals of Call Center Financial Management
• Contact Center Metrics at Work
• Call Center Metrics, Data Analytics and Reporting
• Call Center Manager Training and Certification

What You Will Learn

You will learn:

• Where and how to get started

• How to define goals that lead to the most effective compensation programs

• How to identify rewards that influence contact center performance, not just behavior

Take-Home Tools

• Compensation program blueprint

Agenda

Day 1

Fundamentals of Reward-Driven Performance

• Performance and compensation system goals
• The psychology of rewards
• The psychology of performance
• Compensation plans
  • Salary
  • Hourly
  • Bonus
  • Incentives
  • Commission
• Job and salary administration

Attracting and Cultivating the Right Employee Behavior

• Agent career migration and pathing
• Differentiating the center as the "employer of choice"
• Creating an attractive place to work
• Running the most effective center in the industry:
  • Tools, methods, and techniques for running an effective call center or helpdesk
  • Methodology for effectively running the call center or help desk
  • Queuing concepts and what's involved

Process Management Principles

• Providing a "True North" for developing pay and performance systems
• Strategic and tactical decision-making differentiated
• Multi-faceted Service Level Agreements (SLAs)
  • Understanding what SLAs mean - a crucial precursor to performance management success
  • How to use SLAs
  • Who should use SLAs
• Prerequisites to developing pay and performance systems
  • The well-designed center
  • Call control
    • What to use
    • What not to use

Day 2

Building a Competent Workforce That Will Brilliantly Execute the Plan

• Realistic Expectations
• Staff development  at all level: managers, supervisors, and agents
  • Hiring
  • Training
• Staff migration through the center
• Building a career path

Call Center Roles and Responsibilities

• Defining management, supervisory, and agent roles
• What every manager must expect  of their supervisors
• Providing the tools required for each function

Developing Your Center's Compensation and Performance System

• Define the goals
  • Define goals at each levels for heightened results
  • Set goals that target functions
• Required tools
• Pay grades
• Steps to developing performance and pay systems
  • Start with the end in mind
  • Factored structure
  • Processes
  • Dialogue
  • Call scoring
  • Metrics
• Strategies for agent metrics

Registration Fees

The per student registration fee for this seminar is $1995, and includes:

• The seminar
• Course materials
• Refreshments each day
• Reference notes for key concepts and principles

Dress is business casual.  Class begins at 9:00 AM and ends at 5:00 PM each day.

Register securely online with confidence.  Or, call (708) 246-0320.

Seminar Schedule

Mar 23-24, '10	Greenville, SC	Location to be Announced
June 10-11, '10	Boston, MA	Sheraton Commander ()
Sept 6-7, '10	Atlanta, GA	Grand Hyatt Buckhead ()
Oct 28-29, '10	Las Vegas, NV	The Platinum Hotel ()

To learn about more training courses near you, click .

Special Offers

	Back-to-Back  Maximize your learning time. Attend two courses back-to-back and save on both.  See RCCSP's "Double-Up" savings offer! This course runs back-to-back with:
		Contact Center Metrics, Data Analytics, and Reporting
		21st Century Call Center Technologies
	Group Discounts - Mix 'n Match  Register 3 or more attendees at the same time for any courses (different courses, different locations, different dates) and save 10%.
	Team Discounts  Register 4 or more people in the same course (same course, location and date) and save 15%.
	On-Site Delivery  Need to train the entire team?  RCCSP professional education associates are ready to help.  Call (708) 246-0320 today to learn about in-house pricing and available training dates. Or, click  to have a RCCSP associate contact you.

This class runs back-to-back with:

• Contact Center Metrics, Data Analytics and Reporting

• Workforce Management 3-day Hands-on Boot Camp

For more training course options, see the entire Contact Center Training Calendar of dates and locations.

For more IT, technical and field support training course options, see the Help Desk, ITIL, and Support Center Calendar.

Payment is due prior to the seminar, including payment on purchase orders.  If payment is not received, a credit card hold will be required for participation.  This card will only be processed if payment has not been received within two weeks following the conference.

Cancellation Policy.  Registrants may cancel up to ten business days in advance of the seminar start date for a full refund, less administrative fees of $400.  Or, you may transfer your registration to another date or member of your company at no additional charge.  Please notify us as soon as possible. Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $400, toward any other Resource Center seminar.  In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.

Agenda, course dates, and locations are subject to change.

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