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Incentive Compensation Plan (ICP)Specialist - Strategic Value eligible positions
Start of Plan effective date April 1, 2009
Goals listed in this training deck are for example purposes to demonstrate how formulas are calculated.
Supporting documents related to this plan including current monthly goals will be listed in i-Connect > Care Home > Consumer/IL Care Initiatives > Customer Care Incentives (Vendor Centers)
Highlight of what is not changing:
Strategic Value metric stays the same
Specialist eligibility status for ICP is the same as in the 2008 plan
Specialist still uses 20+ calls for a payout day, up to 20 days
Continue to limit Strategic Value payout to $1,000 if not at or above Issue Resolution target
Continue 200 strategic value call qualifier
WORK IN PROCESS ENHANCEMENT TO PROVIDE POC’s GUIDE TO SPEAK TO “WHY” vs. just “WHAT” is in ICP WHEN SPEAKING TO NEW HIRES IN THE DIFFERENT CARE TRANSFORMATION TRAINING SKILL LEVELS
Skill One Training:
Learning to resolve the customer issue is key to building the foundation for the Incentive Compensation Plan. Issue must be resolved first for our customers.
Skill Two Training:
Sview Offer training is introduced in Skill two training
Learning about buying cues provides the foundation to increase Sprint’s Revenue. In addition, Incentive Compensation can be awarded to you for increasing Sprint’s Revenue.
Q. Why is the plan using Advanis IR - Issue Resolution as a payment metric for Specialists and Supervisors?
A. First Call Resolution is a key indicator of Customer Satisfaction. In order to stress the importance of FCR, this plan includes customer perception of Issue Resolution. This metric is currently the metric found to be the best indicator at a Specialist and Supervisor level that ties to the voice of the customer and the success in driving First Call Resolution.
Q. Q. Why does a Specialist have to answer 200 + inbound strategic value eligible calls handled in a measurement month to be eligible for payment?
A. This is an incentive compensation plan that stresses the need for Specialists to be handling calls. The minimum requirement ensures that those receiving payment are delivering productivity.
Q. Why do Specialists have to be at a minimum Advanis IR – Issue Resolution performance in order to earn a Strategic Value payment?
A. The objective of ICP is to ensure that Specialists are providing quality service and enhancing the customer experience by educating them on our products and/or extending a contract once the issue is resolved within strategic value eligible FA’s. “Sales at any cost” or regardless of issue resolution performance is not acceptable. However, if there is no Advanis IR – Issue Resolution surveys because system could not find at least one survey, this will not keep a Specialist from a potential ICP payout for Strategic Value. The 200 call and AHT qualifiers still apply.
Q. Why do Specialists have to be at a minimum AHT Percent to Goal in order to earn a payment?
A. Inefficient Specialists are not eligible for ICP payouts until they meet their AHT qualifier. Although providing issue resolution is necessary for payout. If a Specialist is meeting or exceeding his/her Advanis IR – Issue Resolution goal, he/she should work to improve the customer experience meeting established Average Handle Time qualifiers. Requiring a minimum expectation to the Specialist’s AHT goal before he/she is eligible for ICP payment reinforces the importance of efficiency.
Q. Why does a Specialist have AHT disqualifiers even if they met their AHT qualifier?
A. The ICP plan does not promote inappropriate AHT behaviors in order for Specialist to meet their AHT qualifier. Even if the Specialist met their minimum AHT Percent to goal qualifier, they will disqualify if the requirement was met due to these undesired behaviors that result in a bad customer experience:
Short Calls: The percentage of a Specialist’s calls that were handled under a certain threshold defined in seconds. Going over that percentage will disqualify eligibility for incentive compensation payout. The qualifying percentage and threshold will be provided on the monthly Strategic Value Target Sheet.
Transfers: The percentage of a Specialist’s calls that were transferred out. Exceeding that percentage will disqualify a Specialist for incentive compensation payout. The qualifying percentage will be provided on the monthly Strategic Value Target Sheet.
Outbound Calls: The percentage of a Specialist’s calls that were handled as an outbound call. Going over that percentage will disqualify a Specialist’s eligibility for incentive compensation payout. The qualifying percentage will be provided on the monthly Strategic Value Target Sheet.
Metric’s in Specialist’s ICP
Strategic value eligible employees who exceed targets can earn additional incentive compensation. Complete pay scales that include the additional incentive compensation values are on page 16 & 17 of this deck.
(Dollars listed above is for budgeting purposes describing the payout when exact targets are met. Some Specialists in the plan will perform above targets with higher dollar payouts, some perform below targets with lower dollar payouts and some with no dollar payouts.)
Specialist Metric: Issue Resolution
The previous month(s) FA’s goals will be incorporated in with any previous month(s) survey results into the current month’s weighting
The call date determines which month the Advanis IR - Issue Resolution surveys are counted on the CCPM scorecards and for ICP
Advanis IR - Issue Resolution Goals are set at the Functional Area “FA” level as different results are expected per certain FA’s. If more that one FA is handled the goal is weighted based on FA calls surveyed
Advanis IR - Issue Resolution Percent to Goal is Advanis IR -Issue Resolution Monthly Results divided by Advanis IR - Issue Resolution Goal. Percent to goal determines Specialists potential payout
Issue Resolution view on Spec’s CCPM Scorecard
Example if April 2009 was current month scorecard view:
Specialist Metric: Strategic Value
Sample of Product Strategic values:
If a Specialist sold:
2 add a subs, 22 Simply Everythings and 15 TEP’s
on 600 calls, they generated:
$2,685 in Strategic Value Actual Performance (2*$350 + 22*$80 + 15*$15)
$4.48 Strategic Value Actual Performance per call ($2,685 / 600 calls)
Specialist Metric: Strategic Value Continued…
Example of Strategic Value Goal/Targets per FA per call:
“SVPC” means Strategic Value Per Call
Specialist Metric: Strategic Value Continued
600 total sales eligible calls with 400 calls from CON – CTP Billing
and 200 Con – UBP Business General. Strategic Value Goal/Target is:
Determining Strategic Value Percent to Goal/Target
Specialist sold $2,685 in strategic value products (page 7)
Specialist strategic value goal/target is $2,380 (above)
Specialist Strategic Value % to Goal = 112.82% ($2,685 / $2,380)
On a per call bases their targeted offered rate was $3.97 per call but performed at $4.48 per call
Specialist View of Strategic Value on CCPM Scorecard
Specialist Supporting Tabs in CCPM
Example view of the detail provided in the Strategic Value Details supporting tab:
Example view of the detail provided in the AHT supporting tab:
Specialist Supporting Tabs in CCPM - Breakage
Example view of the detail provided in the Breakage supporting tab:
Specialist View of AHT on CCPM Scorecard
Specialist ICP – Plan *Qualifiers * Refer to Monthly Strategic Value Target Sheet if any qualifier # amount changes from this presentation
Pay Impacting Metric Results Summary Example continued for Specialist :
Specialist ICP – Determining Payouts
CP captures eligibility based on CRO Title Hierarchy, then counts number of days, 20+ inbound strategic value eligible calls were handled. (See “Work Summary” section on CCPM scorecard)
For Payment purposes, the maximum number of days eligible for pay in the month is 20 days, although “Days handled 20+ strategic value eligible calls” will not stop counting at 20 days. CCPM continues to display all days a Specialists answers 20+ calls.
If you are in a domestic center who handles Advantage FA’s, the strategic value payout range is determined by call mix. Those who have 50%+ Advantage FA(s) in their call mix will be on the Advantage payout table rates, less than 50% call mix will default to domestic table rates.
Specialists Quality *Payout Scale Example
*Assuming all qualifiers are met
Specialists Strategic Value *Payout Scale Example
*Assuming all qualifiers are met
Where to Look on Specialists CCPM Scorecard for Summary Performance tied to ICP payments
Example Payout: Based on Domestic rates. This Specialist performance payment to Vendor would be $214.00. $150 for IR @ $7.50 x 20 days (as 102.90% to IR goal is greater than 100% to goal but actual score is lower than a perfect score) + $64 for SV @ $3.20 x 20 days (as 112.82% strategic value % to goal performance falls in SV range of 110%-119.99%) (Specialist met all qualifiers detailed on page 14 including their AHT qualifier.) 20 days was used because according to the “Work Summary section”, Specialist handled 20+ strategic value eligible calls for 21 days. Since 20 days is the maximum # of days for payment, 20 days is used instead of 21 for payment.