A new incentivisation system that helps organisations to improve staff performance is being launched at Call Centre Expo today by Sigmer Technologies.
Called Incentivise, the web-based solution helps to boost employees’ product and process knowledge, time and attendance behaviour, sales performance and customer service.
Targeted at marketing, sales, HR and operations, it aims to reduce staff attrition and increase productivity, motivation and performance for both individuals and teams by improving product knowledge and internal communications.
It allows for the creation and management of multiple incentive campaigns, with a measurable way to motivate and reward staff in both the short and long term.
The “Realise, Recognise, Reward” approach of Incentivise motivates employees to improve and shows them the benefit link between achievement, performance improvement and reward.
At the “Realise” stage, a manager will establish achievement goals in areas of performance such as compliance, customer service, sales, time, attendance and behaviour.
The “Recognise” phase converts achievement into reward, allocating points or instant rewards to reflect the value of achievement.
The “Reward” stage is where staff can spend the points they have earned, in the integrated online shop or on pre-determined goods and vouchers appropriate to the campaign or company. Special reward catalogues can be created for different roles or teams.
Staff can also choose to be rewarded in the form of organisational benefits such as flexi-time credits or additional annual leave or added to the salary as cash.
Customers can integrate an incentive system with their existing incentive schemes. Users can also extend Incentivise to outsourced partners and third-party organisations, so that every external agent promoting the company’s products can improve their performance and learning in the same way as internal staff.
John Archibald, director of operations at Sigmer Technologies, said: “Our vision for Incentivise was to enable managers to not only reward for sales performance, but also for learning achievements and behavioural improvements – essential in any customer service environment.
“We also recognise that an incentivisation system needs to be transparent and accountable. Incentivise therefore provides a comprehensive level of management information in an auditable environment, with facilities to monitor and report on the success of campaigns.”
Budget holders can use Incentivise reporting to see how the budget is being spent, who is being incentivised and the achieved change in performance, through the reporting of key performance indicators and metrics.
Call Centre Expo takes place at Birmingham NEC today and tomorrow.