Motivating your team the easy way
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Motivating Your Team the Easy Way. Carol Jagger Area Manager, Northeast Ohio Division Time Warner Cable. Motivating your Team the Easy Way. Use one tool that is easy to administer and that encourages your team To sell services To improve attendance and performance

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Motivating Your Team the Easy Way

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Motivating your team the easy way

Motivating Your Teamthe Easy Way

Carol Jagger

Area Manager, Northeast Ohio Division

Time Warner Cable


Motivating your team the easy way1

Motivating your Team the Easy Way

  • Use one tool that is easy to administer and that encourages your team

    • To sell services

    • To improve attendance and performance

    • To seek recognition that comes with being star employees


Goals for program

Goals for Program

  • Motivate all employees to offer services

  • Easy to launch, understand, administerand track

  • Generate and keep interest of team for at least 90 days

  • Ease/flexibility in changingfocus

  • Cost Effective and FUN!


Challenges for program

Challenges for Program

  • 50 employees in 6 locations

  • 80% of employees are technicians

    • 50% with 10 years+ seniority

  • New marketing plan with no traditional discounted campaign offers

  • New policy of tougher collection scheme for non-pays


Here s the program

Here’s the Program

  • Beginning April 1, 2001, Customer Service Reps & Technicians were given DIGITAL DOLLARS for sales.

  • They could then go in to a special website and make purchases that would be delivered to them by their supervisor.


Let s go shopping

Let’s Go Shopping!

www.digitaldollars.org


Here are the results

Here are the Results

  • Technical Sales from 2000 – 2001

    • Increased New Sub sales by 40%

    • Increased Non-Pay Saves by 4%

    • Increased Upgrade Sales by 216%


More results

More Results

  • Technical Sales from 2001 – 2002

    • Increased New Sub Sales by 40%

    • Increased Non-Pay Saves by 5.7%

    • Upgrade Sales went down 39% over last year, but are still up 93% from 2000


Why did it work

Why Did It Work?

  • Talk, talk, talk! Build excitement from the start

  • Flexibility galore

  • Immediate gratification

  • Find out what types of merchandise will motivate your team and give it to them

  • Send the digital dollars information home and getthe family involved


What happened next

What Happened Next?

  • Non-sales incentives added to program with quarterly report cards

    • Perfect attendance

    • Repeat Service Calls within 30 days

    • Installs followed by Service Callswithin 60 days

    • Completion Rates

    • Productivity/Efficiency

    • No vehicle accidents/property damage

    • Independent study


And then what

And Then What ?

  • Satellite Dish Locate Program

    • Over 3,000 addresses with satellite dishes were added to our database in 60 days

  • Adding Serviceable Addresses to Database

    • Added over 275 homes to our database in the Mansfield area alone in a 60 day period


Wait there s more

Wait, There’s More!

  • Converter & Modem Retrieval Project

    • One CSR in an outlying office was responsible for recovering 746 converters in less than six months

    • She also recovered 79 modemsin 60 days

    • She reconnected over60 customers!


Unexpected benefits

Unexpected Benefits

  • Attendance

    • Perfect attendance for group was32% for 2001 and is currently at50% for 2002

  • Efficiencies

    • Internet self-installs are double in our area from areas not in the program

  • Employee Churn

    • Not one single Mansfield area employee in the program has resigned since the program started!


Questions

Questions?


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