Under the system, after every contact point with a company representative customers will be asked to provide a brief feedback statement.
Richmond, VA (PRWEB) February 12, 2013
BackgroundCheck.us.org has instituted a plan where employee bonuses will be directly tied to customer satisfaction feedback, company officials said.
“We are constantly looking for ways to motivate our customer service representatives and avoid burnout,” said company spokesman Josh Fraser. “We've seen data suggesting that financial incentives can work in both cases, so we would be remiss if we did not try it out.”
Under the system, after every contact point with a company representative customers will be asked to provide a brief feedback statement, Fraser said. Those statements will then be evaluated by managers as either positive, negative or neutral.
“When an employee hits a benchmark of positive reviews, they will receive a bonus in their next paycheck,” Fraser said. “There are a series of benchmarks, so the amount could be nominal or it could be as much as 175 percent of their base pay. It's completely performance based.”
He said that the financial incentive plan is popular among the company's employees.
“Nobody is going to lose money from this plan,” Fraser said. “And our customer service reps seem happy to have a chance at greatly increasing their base salaries.”
No money will be taken away from employees for negative feedback.
“If someone is accumulating too much negative feedback, they will have to go through customer service training again,” Fraser said. “We are trying to make our employees happy to work here, not scared of the customers themselves.”
BackgroundCheck.us.org provides background check searches across the U.S. and Canada. With background check information including criminal, arrest, and employment status, BackgroundCheck.us.org is a top resource for public records online. For more information or questions, contact customer service through emailing manager(at)backgroundcheck(dot)us(dot)org, visit the website for live chat, or call toll free 1-866-434-4253.