Motivating Your Team the Easy Way Carol Jagger Area Manager, Northeast Ohio Division Time Warner Cable

Motivating your Team the Easy Way  Use one tool that is easy to administer and that encourages your team  To sell services  To improve attendance and performance  To seek recognition that comes with being star employees

Goals for Program  Motivate all employees to offer services  Easy to launch, understand, administer and track  Generate and keep interest of team for at least 90 days  Ease/flexibility in changing focus  Cost Effective and FUN!

Challenges for Program  50 employees in 6 locations  80% of employees are technicians  50% with 10 years+ seniority  New marketing plan with no traditional discounted campaign offers  New policy of tougher collection scheme for non-pays

Here’s the Program  Beginning April 1, 2001, Customer Service Reps & Technicians were given DIGITAL DOLLARS for sales.  They could then go in to a special website and make purchases that would be delivered to them by their supervisor.

Let’s Go Shopping!

Here are the Results  Technical Sales from 2000 – 2001  Increased New Sub sales by 40%  Increased Non-Pay Saves by 4%  Increased Upgrade Sales by 216%

More Results  Technical Sales from 2001 – 2002  Increased New Sub Sales by 40%  Increased Non-Pay Saves by 5.7%  Upgrade Sales went down 39% over last year, but are still up 93% from 2000

Why Did It Work?  Talk, talk, talk! Build excitement from the start  Flexibility galore  Immediate gratification  Find out what types of merchandise will motivate your team and give it to them  Send the digital dollars information home and get the family involved

What Happened Next?  Non-sales incentives added to program with quarterly report cards  Perfect attendance  Repeat Service Calls within 30 days  Installs followed by Service Calls within 60 days  Completion Rates  Productivity/Efficiency  No vehicle accidents/property damage  Independent study

And Then What ?  Satellite Dish Locate Program  Over 3,000 addresses with satellite dishes were added to our database in 60 days  Adding Serviceable Addresses to Database  Added over 275 homes to our database in the Mansfield area alone in a 60 day period

Wait, There’s More!  Converter & Modem Retrieval Project  One CSR in an outlying office was responsible for recovering 746 converters in less than six months  She also recovered 79 modems in 60 days  She reconnected over 60 customers!

Unexpected Benefits  Attendance  Perfect attendance for group was 32% for 2001 and is currently at 50% for 2002  Efficiencies  Internet self-installs are double in our area from areas not in the program  Employee Churn  Not one single Mansfield area employee in the program has resigned since the program started!

Questions?