Effective Incentive Plans for KPO/BPO Operations: Balancing Productivity and Efficiency

Hi Salitha,

I am Salitha working as Manager - Quality, Business Process & Finance for a reputed Shipping Company. I require your help in developing incentive plans for the documentation and Accounting team, whose major activity is to turn around the Bills of Lading within the stipulated timeline with utmost accuracy.

Please share if a tool is already being used by the forum members.

Regards, Salitha

Greetings,

The incentives are designed not just on productivity but on efficiency. Productivity is the average score of the tasks completed within the productive hours. Whereas, efficiency is the number of tasks delivered accurately after the quality check.

Suppose 1400 tasks were allocated to an employee to be completed within 8.5 hours, with the daily target being 1000, the productivity score would be over and above the target. If only 500 or even 800 tasks were completed, it would barely meet the threshold.

Suppose out of the 1400 tasks, only 700 were found to be correct after the quality check; in that case, the efficiency would fall. There are many templates for incentive calculation that you may find.

Try to use productivity workflow management software closest to your operations. It will make the calculation and incentive management easy.

Nobomita,

Thank you for your reply. Would you be able to share the templates if you have any? I am not sure if I would be able to purchase the software before getting the details and checking whether it would be useful for my organization. Currently, we might not spend on any external software.

Regards,
Salitha

Greetings,

You can start with the Excel sheet and put the functions in it. If you keep it in a shared drive with an option for the TL's to edit, you should be able to manage it. If you don't have too many employees to administer, it should remain doable for you. I have asked for a live WFM sheet with the calculations, let me receive it. I will upload it soon.