TITLE

Flexi-time rewards

PUB. DATE
March 2007
SOURCE
People Management;3/22/2007, Vol. 13 Issue 6, p15
SOURCE TYPE
Periodical
DOC. TYPE
Article
ABSTRACT
The article reports on the advantage of the implementation of a reward and recognition system to Cabot Financial group. The said system rewards high-performing call center agents with flexible start and finish times, as well as flexible core hours. This, in effect, boosted staff productivity by 20%. According to John McCluskey, the firm's human resource (HR) director, time was very important for them and highly motivated employees are aware of it.
ACCESSION #
37793745

 

Related Articles

  • HR matters!  // Credit Management;Feb2007, p20 

    The article reports that debt purchaser Cabot Financial has been shortlisted in two categories at the annual awards ceremony hosted by "Personal Today." The company's Human Resources (HR) team was a finalist in the HR Impact Award and Cabot's John McCluskey was a finalist in the HR Director of...

  • Work Expands to Fill the Time Available: Capacity Estimation and Staffing Under Parkinson's Law. Hasija, Sameer; Pinker, Edieal; Shumsky, Robert A. // Manufacturing & Service Operations Management;Winter2010, Vol. 12 Issue 1, p1 

    We develop a method to estimate the capacity of agents who answer e-mail in a contact center, given aggregate historical data that have been distorted both by constraints on work availability and by internal incentives to slow down when true capacity exceeds demand. We use the capacity estimate...

  • Creating Call Center Agents Who Think for Themselves. Echevarria, Luis // Response;Jun2011, Vol. 19 Issue 9, p45 

    The article discusses the three components to create self-reliant and successful call center agents. It notes that these components are the integration in the call center technology, hiring agents who are proactive and can solve problems quickly, and offering incentives. It states that...

  • Enhance Service Reps' Enthusiasm.  // Customers First;Nov2012, Vol. 17 Issue 11, p6 

    The article presents steps on how to enhance the enthusiasm of customer service representatives in call centers. It says that managers or supervisors must follow the rules that their employees follow. It mentions that call center agents must understand the policies of their company. It adds that...

  • WORKPLACE PRODUCTIVITY PEAKS ON TUESDAY.  // HR Professional;Mar/Apr2014, Vol. 31 Issue 3, p10 

    The article focuses on a 2014 survey of human resources managers, conducted by Accountemps, which found that Tuesday is the most productive day of the week.

  • When Reaching Our Potential Predicts Low Values: A Longitudinal Study about Performance and Organizational Values at Call Centres. Garcia, Danilo; Archer, Trevor // Journal of Service Science & Management;Dec2012, Vol. 5 Issue 4, p313 

    The present study was executed using data from a call centre in Sweden in which agents answered questions regarding financial advice. The aim of the study was to investigate the relationship of call centre agents' perceptions about the work climate and the organizational values to their...

  • Exploring the 'Dark Matter' of Contact Center Performance and Productivity. McKendrick, Joe // CRM Magazine;Oct2011, Vol. 15 Issue 10, p12 

    The article presents the results of the survey of contact centers in North America, conducted by "CRM" magazine. It states that the survey gathered inputs from 312 call center executives, managers or supervisors regarding how they track the overall productivity and performance of their...

  • ZEALOTS AND MALINGERERS: RESULTS OF FIRM-SPECIFIC HUMAN CAPITAL INVESTMENTS. Johnson, Thomas // Southern Economic Journal;Apr75, Vol. 41 Issue 4, p613 

    This paper explores the following questions. What happens to the incentive structure within a firm if the employer can not instantaneously and costlessly measure the productivity of an employee whom it would be costly to replace? What will be the employee's responses to this incentive structure...

  • England's Approach to Increased Productivity: Added Value Schemes. Hauck, Warren C.; Ross, Timothy L. // Industrial Management;Mar/Apr84, Vol. 26 Issue 2, p15 

    Focuses on the incentive payment system systems in Great Britain. Category of productivity gainsharing; Effectivity of scheme on improving labor productivity; Purpose of incentive systems.

Share

Read the Article

Courtesy of VIRGINIA BEACH PUBLIC LIBRARY AND SYSTEM

Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics