Bonus Programs motivate our Conversational Marketing Experts (CMEs) to practice what they learn through coaching. You may think the regular paycheck is enough to do that, and you may be right—if you relax quality standards for blood donor recruitment.
Paychecks motivate “acceptable” results that are good enough to remain employed. Bonus programs, however, justify you to continually raise quality standards since your people receive additional pay for results that are beyond “acceptable.” When understandable KPI reports are directly connected to well-designed bonuses and effective coaching, tele-recruiters know exactly what actions to take to shift their numbers and earn extra money!
Designing Your Own Bonus Program
The following are guidelines for designing your tele-recruitment bonus program:
- Structure your bonus program with conversation quality, integrity, and customer satisfaction at its core.
- Use client requirements as the minimum achievement, meaning that no bonuses can be earned until after client requirements are met.
- Keep your bonus program easy to explain, easy to understand, and easy to calculate.
- Teach tele-recruiters how to calculate their own bonuses. When they understand exactly what positively and negatively impacts their bonus pay, they will quickly figure out how to maximize their performance to get the lion’s share of that bonus.
- Design your bonus program to mirror the payment arrangement with your client. If your client pays you for successful blood draws, for example, don’t incent telerecruiters to merely set appointments. Otherwise, tele-recruiters will do whatever is necessary to set appointments without regard to whether those appointments will likely result in successful donations.
- Incorporate your bonus program into your organization’s employee training program, coaching sessions, quality control audits, daily team meetings, and any other form of regular communication with tele-recruiters. If it is obviously important to you, it will be important to your tele-recruiters. Employees respect what you inspect, and they produce results that you reward them to produce.
Getting Buy-In For Your Bonus Program
Diligently promoting your KPI reports in conjunction with quality and bonuses will help condition your representatives to actively monitor their performance numbers. The following are suggestions for promoting KPIs:
- When you first initiate this program, hold a scavenger hunt to familiarize tele-recruiters with the location of the reports and the content they contain.
- Hold a “game show” where tele-recruiters have to provide examples of what effect various positive and negative behaviors have on the KPIs.
- 10 minutes before each shift begins, ask your team specific questions that can only be answered by those who studied yesterday’s reports. Give away small prizes to those who know the answers.
- Publicly recognize tele-recruiters who know specific information when you ask them for it.
- Highlight key players from the previous day’s results, and spotlight those representatives on the report itself for all to see.
- Write personal notes to your tele-recruiters on the reports.
Once tele-recruiters begin to actively use and rely on KPI reports, internal friendly competition will take on a life of its own to drive improvement. As a manager or supervisor, you will be freed up to dedicate more of your time to development than to regurgitating data.
How do you promote bonuses?