Building a Versatile Commission & Incentive Platform to Drive Transparency

Our client needed a better, automated, and more flexible solution to track commissions and incentives for their agents. So, RevGen built one.

Call center workers

Project Overview

The call center team at a Fortune 500 telecommunications company had a commissions platform that was outdated, inflexible, and costly to maintain. It provided little visibility into compensation, resulting in frequent errors and miscommunications, and a poor experience for the agents and their management. RevGen Partners stepped in to provide a custom solution that scaled to accommodate multiple teams of thousands of users, while also being adaptable for changing business needs.

Client Challenge

The contact center leadership faced significant challenges as they modernized their call routing processes, team structures, and compensation plans.  They found their existing platform was not able to adapt in a timely and cost-efficient manner.

Platform changes were costly and time-consuming

Adjusting compensation plans to align with business needs was difficult, costly, and time consuming due to the complexity of commissions structures.

No transparency for payouts

Agents were not able to view the components that drove their commissions and understand how each affected their monthly payouts leading to time consuming communication between agents, management, and Operations.

Incredibly manual calculations

The incumbent points-based commissions solution required manual calculations that were time consuming, error prone, and provided no ability for agents to track progress before the payout date.

Approach

We took a phased approach to implementing a new solution, first outlining core capabilities for the new commissions engine based on the client’s initial vision. Then we worked to understand the agents’ experiences with the current solution and designed new visualizations and dashboarding to support the performance and engagement that the business needed.

Solution

RevGen developed a custom commission application that ingests performance data, calculates results, and engages the frontline employees.

Designed for optimal agent experience

Our development process hinged on close collaboration with the client’s SMEs and end users (the agents). Development was done iteratively, with constant feedback. We also helped coordinate the final end-user testing and roll-out communications to help adoption go smoothly.

Built informative and relevant visualizations

The new, more accurate and informative agent dashboards made it simple to understand current performance while also pinpointing where opportunities exist to improve future payouts.

Allowed for configurable compensation plans

Our solution provided maximum flexibility to Operations, as they knew they would want to scale this across multiple teams of various users. This platform meant that compensation plan configurations could now be quickly modified to adapt to changing business needs.

Results

The new platform showed massive adoption and positive results after just two months. Over time, the platform was implemented across over 40,000 end users.

Drove sales and revenue to 150%+ of target

During the first two months after implementing the solution, Operations achieved 158% and 164% of their sales and revenue targets, respectively.

Provided necessary flexibility and cost reduction

Now, management can rapidly implement new plans to drive desired agent behavior with limited interruption to operations. Analysts can easily assess past performance and ROI, develop supporting materials for reviews with agents, and establish future goals.

Increased operational efficiency

Commission inquiry turnaround time reduced from 2 weeks to 2 days, daily reporting reduced to 15 minutes from 2 hours, and the prep time needed for coaching sessions and the month-end adjustment process was reduced from hours to minutes.

Success Stories

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