Ifc Call Center for Mgmt Beahavior

1. Is the performance metric E-pay usage a good one? Why or why not?

E-pay usage is good for the employee, but not good for the company. The reason their where more payouts and less solutions was because since the number of E-pays is divided by the number of other payments. Employees just never encouraged, or recorded other types of payments. An employee would call a customer and ask if they wanted to pay their bill, if the customer didn't agree to use E-Pay, the employee would be like oh well thank you, creating less sales overall.

When I worked for Verizon Wireless my manager called this "Selective Selling." Basically selective selling would be when the sales man only sales products that are going to help him make money, over the good of the company. In Verizon if the customer didn't want to buy a phone with internet access it would hurt the reps number and thus they would get paid less. But the manager who gets paid on total number of contracts signed would get hurt by this. Same idea with E-Pay, employees are looking out for number one and in a company where it seems like a lot of people may not like their job there is no reason for them not too.

2. Consider motivating through goal setting. Do the goal levels and payouts make sense to you? What would you change and why?

My response to number one comes into play in this answer as well. The goals and payouts make absolute sense to the sales man and low ranked employees who just saw their commission checks jump through the roof. Their motivated but only motivated to make money for their selves and this has a direct negative impact on the company. The employees are selling E-Pays more which the company likes but selling less overall solutions. Another possible plus for the company in this matter is since it is easier to get paid maybe their turnover rate would not be as high. Although it may be a high stressed job a lot of people will deal with a whole lot more when the money is good.

Overall though I feel as if the goal levels and payouts don't make sense for the company. Their losing out on total sales, and since their sales is getting payments, less payments are going to come in. The whole idea is to get the customer to pay off their debts so the company can stay financially strong and continue to produce credit cards for new customers. Motivating through goal setting, commission, spiffs, and incentive whatever you would like to call it knowingly works. Employee's especially sales man love to get paid. But the whole idea is to find a payout that both works for the employee and the company. Maybe instead of an equation just have an overall payout. For every E-Pay u sell you get $1. For every other payment you get $.25 or any other variety but make both of them payable. Another commission I have worked under is percentage, and numbers. Your quota could be 25