Leading the charge
Discover how a large telecommunications company empowered call center managers to drive exceptional performance through the innovative “Boldly Go” incentive program.
Results
The program led to significant improvements in performance, with 29% more consultants achieving their minimum monthly sales targets compared to the previous year.
Industry
Telecommunications
Problem space
Sales team motivation
Services
Contests and incentives
Rewards
Setting the stage
To drive higher performance among call center teams, a large telecommunications company launched an annual sales and performance incentive program called “Boldly Go.” This initiative aimed to motivate managers to coach their teams to exceed monthly revenue targets and achieve exceptional results.
Dynamic incentives
We designed a comprehensive incentive program featuring monthly and quarterly awards based on four key metrics: revenue attainment, improvement over the prior month, scorecard engagement (tracking progress), and sales of the highest margin product. Each manager received a custom scorecard updated daily, allowing them to monitor their team’s progress and identify areas for improvement. Managers earned points for their team’s achievements at the end of each month and had the opportunity to earn a quarterly bonus, fostering a culture of continuous improvement and engagement.
Transformative impact
The “Boldly Go” program led to significant improvements in performance, with 29% more consultants achieving their minimum monthly sales targets compared to the previous year. All participating supervisors had at least one consultant with month-over-month attainment improvement, with most supervisors seeing improvements in seven or more consultants. Additionally, there was a positive correlation between consultants who engaged with their scorecards and revenue attainment, with scorecard engagement increasing throughout the program.
