BEST CONTACT CENTER INCENTIVE CONTEST
Contest Theme: MARCH MADNESS!
Maintain a focus on quality during highly stressful cyclical season.
How it works:
The focus for financial services companies through tax-season is dealing with the most stressful
and busiest time of the year. Often the employees are asked to work significant overtime, and the
clients are especially sensitive to anything that might impact their taxes. March is the busiest
month of the year, so we wanted to incent high quality during the month, ensuring that no matter
how busy the call center volumes, that the employees knew that high quality was still the main
focus during a busy month.
Our most successful contest was dividing the department of 70 into teams of 5 and asking each
team to nominate calls for best quality service. The teams of 5 were intentionally chosen as
members of different skill-sets across the call center, to encourage people to get to know each
other if their skill-sets did not overlap.
The teams were given time off the phones to listen to calls and pick their best calls. The teams
were given a scorecard from the management team very similar to what the managers used to
judge quality through their normal call review. This allowed the team members to put themselves
in the management teams’ shoes and think about how quality impacts service delivered to
The best calls selected by the teams were put in a March Madness grid similar to the NCAA
basketball tournament and played head to head in staff meetings. Winners advanced every few
days, similar to the same schedule for the NCAA basketball tournament with the winner crowned
late in the month. The march madness theme was decorated all over the call center, with
employee brackets & NCAA brackets posted in many places throughout the call center.
The winners all received $50 gift certificates and the winner overall received an iPod. Its not
“amazing” but it gave people momentum and something to look forward to if they had a quality call
to judge. When employees are judging their own calls – they are harder on themselves than the
management team. With a scorecard for “self-evaluation” it lifted a burden off of the management
team because employees were focusing on their own quality without any “micromanagement”
from the team leads and supervisors.