TP TALKS: Using Variable Incentives To Supercharge Performance | USA
TP TALKS: Using Variable Incentives To Supercharge Performance

It’s almost time for the latest TP Talks webinar. This time we will be speaking to Mark Gallo, Divisional Vice President with Health Care Service Corporation  (HCSC), about his experience of using variable incentives to really supercharge agent performance. Mark leads HCSC’s Consumer Solutions Member Service organization and has responsibility for 1,700 member service representatives across multiple strategic business partners in a combination of onshore, nearshore, and offshore locations.

This is an important time to focus on incentives because record-low unemployment in the US means that finding and retaining quality employees is more challenging. In order to deliver customer value and foster a long-term relationship, there is often a need to adapt your operating model – sometimes you need to try new ideas.

Incentives and rewards play a significant role in driving behavior and productivity of the agents, supervisors and leadership. HCSC has incorporated a variable Incentive compensation program within their operational setting, which enables them to achieve targeted results by rewarding employees who are responsible for those results. As a result of implementing this variable incentive program, they have seen a significant drop in attrition, and increase in CSAT and FCR.

Join the webinar and listen as Mark shares his thoughts on:

  • Insights into the rewards and incentive program
  • Improving contact center performance to drive conversions and higher CSAT
  • Best practices on how they managed change, culture and channeled passion amongst employees.

Title: HCSC’s Unique Variable Incentive Program to Supercharge Agent Performance

Date: Thursday, June 13, 2019

Time: 02:00 PM Eastern Daylight Time

Duration: 30 minutes

Click here for more details and registration

Photo by Kirt Edblom licensed under Creative Commons


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