Case Study R&R policy benchmarking study

Page 1

Best practices benchmarking R&R policy benchmarking study


Best Practices: R&R Policy Benchmarking Study 2 CLIENT  The client is a leading health insurance company in US

SUTHERLAND APPROACH  A mix of primary and secondary research was used to execute the benchmarking exercise.

Responses were collected from 5-6 leading competitors by conducting telephonic interviews in the US

 Responses were entered into a database that was screened and cleaned for developing

benchmarking report. In the report, every company’s R&R policy was discussed, followed by benchmarking section and policy recommendations

 Further, HR scorecard was designed that facilitate the client to rate the employees on the suggested R&R programs

 Client was experiencing unacceptable agent

turnover leading to higher than anticipated employee attrition. The overall performance of the support agents was also deemed lower than needed

 The combination of these two primary

factors led the client to commission a study to benchmark rewards and recognition practices followed by similar companies

CLIENT ASK

 Further, client mandated SGS to design

from scratch a new R&R policy by inculcating the best practices obtained from the benchmarking exercise in order to increase employee performance and retention

© 2016 Sutherland Global Services

CLIENT BENEFITS  In the study presented to the client, it was suggested that most companies have a good mix of KPI and KPI+ nomination based awards & hence such a mix was recommended

 Dinners/ lunch outings for the reward winners was the most favored non-monetary award

category. Trophies, mementos, certificates etc. also are critical recognition tools. Most companies favor ‘gift vouchers’ within monetary reward category

 Further it was suggested that most critical metrics for performance measurement for the companies were “quality of the call” and “first call/issue resolution”

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Summary: Recognition medium Service Metrics Quality Matrices Town Halls

Company

Plaque/ memento

Certificates

Thank you email, e-card

Sutherland Global Services (New York)

Sutherland Global Services Inc (India)

Blue Cross & Blue Shield of Arizona

Blue Shield of California

Blue Cross & Blue Shield of Michigan

Company Delta Dental

Sutherland Global Services (New York)  Blue Cross and Blue Shield of • Sutherland Excellus Global Services Inc (India) •

Blue Cross & Blue Shield of Arizona

Walls

Visiting cards/ golden id card

letter at home

Award classification

Award Type

Number of awards

KPI Driven Awards

Touch %age

14

8

 • 1% to 2%

7

4%

3

1% to 2%

KPI+ Core values (Nomination) based Awards

0 

2

Spot  Awards

11 

4

1 

*Attendance based Awards 1

Tenure Based Awards

Non Monetary awards

1 

1

Both (Monetary and non monetary)

0 

8

14 

0

1

0

2

1

0

1

6

1

Blue Shield of California

5

5%

1

3

0

0

1

0

5

Blue Cross & Blue Shield of Michigan

2

• •

Performance reward- 13% Spot rewards- 7%

1

0

1

0

0

1

1

Delta Dental

2

• •

Performance reward- 9% Spot rewards- 1%

1

0

1

0

0

1

1

Excellus Blue Cross & Blue Shield of

9

• •

1% to 2% Spot rewards- 10%

3

3

1

1

1

4

5

© 2016 Sutherland Global Services

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Proposed reward categories & evaluation criteria (2/2)

Award Category • Best customer service (Best call of the month)

Touch • One from every process

Frequency and Type • Monthly • KPI + nomination based

Evaluation Criteria Gate • Meets thresholds on each quality KPI

KPI/ Performance criteria • Acquired appreciations from the customer

Nomination • Team leader to nominate the best calls in his team • The voice file of the calls to be sent by team leader to screening committee for consideration • Customer e-mail sent

• Best hire of the rolling quarter (quarter one on the floor)

• One across all processes

• Attendance based awards

• To everyone who meets the gate and evaluation criteria

• KPI based

• 100% Attendance for the rolling quarter

• Top performer of the rolling quarter based on • TL must approve presentation of this consolidated score across the quarter award

• On-time every day • Employees who have been on calls for 12 weeks consecutively post training

• Tenure based awards (every 1 year) • Spot awards

• Monthly

• Monthly

• Consolidated score for the month meets threshold

• Present at work on all scheduled days for the rolling quarter

• Not applicable

• Maximum of 2 days of planned leave • On time everyday, max of 20 mints of informed delay for 1 day • Monthly

• Tenure should be continuous • Should have had at least one promotion every five years

•8% to 10%

•Not applicable • To be given by the team leader based on realization of agent’s small work task related day to day achievements • This could be given in any working day by the team leader/manager in front of team members

© 2016 Sutherland Global Services

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Proposed KPIs, Target & Consolidated Scores Calculation

Service Metrics

KPIs Weightage

Attendance 5%

Average call handling time (mints)

First call resolution/ issue resolution

15%

20%

Quality Matrices

Not Ready Time

Schedule of Availability/Deviat ion time

Quality of call

Accuracy

15%

5%

20%

20%

Points

Target 1 Unsatisfactory

80%

13 mts

70%

35%

50%

74%

70.0%

(10.00)

2 Needs Improvement

85%

11 mts

78%

30%

30%

80.5%

77.5%

(5.00)

3 Satisfactory/ meets

90%

9 mts

85%

25%

10%

87%

85%

0.00

4 Above Average

95%

7 mts

92.5%

20.0%

-10.0%

93.5%

92.5%

5.00

5 Outstanding

100%

5 mts

100%

15%

-30%

100%

100%

10.00

Example Scores Person 1

87%

12.53

79%

40.00%

8%

70%

65%

Person 2

90%

9.00

85%

25%

10%

87%

85%

Person 3

92%

9.73

94%

13%

-40%

92.10%

79%

Person 4

98%

5.00

87%

20%

-12%

97.50%

86.50%

Points Allocated Person 1

(3.0)

(8.8)

Person 2

-

-

(4.0) -

(10.0) -

0.5 -

(10.0) -

(10.0) -

(7.75) 0.00

Person 3

2.0

(1.8)

6.0

10.0

10.0

3.9

(4.0)

3.01

Person 4

8.0

10.0

1.3

5.1

5.5

8.1

1.0

5.02

The scores for each KPI are limited to –ve 10 and +ve 10. Even if a person performs better than the ‘outstanding’ score, he/she would get rewarded a max of 10 points (Ex: Person 3 has achieved a not-ready time of 13%. However, he would get a score of 10 and not above 10

Notice Person 2’s scores match with the rating of 3 (meets or satisfactory performance) and hence, he has 0 points

© 2016 Sutherland Global Services

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