Bonus Program for Technicians 1

[blelisa]

Hello Everyone,

My company is looking to start a quarterly/yearly bonus program for our technicians. Does anyone currently do this for their techs? Does anyone have any interesting ideas on what to base bonus's on? We are looking for viewpoints from both techs and supervisors to see what would be fair for both ends.

Thanks in advance for any suggestions.

 

[Sympology]

Wow, that's almost unheard off...lol.

One way would be to set measurable targets, such as Projects being brought in on time, qualifications gained, but also I suggest non measurable achivements, such as ideas that reduce cost and improve efficency.



Stu..

Only the truly stupid believe they know everything.
Stu.. 2004

 

[phoneguy55]

That would be a good way to retain qualified staff members and give incentive to go above and beyond the call of duty. Good for you!

 

[Phoneguy69]

You could also measure amount of call backs on techs/ Quality service merits.
Currently we give an annual bonus, based on what our company made that year and that is divided to every employee. This way the employees focus on improving the company and they help control what they can achieve for a bonus at the end of the year.
There are bonus rewards also based on performance, education and time in service.

hope this helps.

 

[Fixin]

We base bonuses on billable time. If our tech can bill out 75% of their 40 hour week they get one tier, 80% another tier.

 

[johnpoole]

the way our comapany does it is, decide which techs would get a bonus IF they gave them, and fire the rest.. great motovation..btw 100 percent of my time is billed, and i am certified on every telcom product in the switchroom and have instructed on most of them.. a bonus that is not in the contract.. (and they have almost never fired anyone)

john poole
bellsouth business
columbia,sc

 

[orypecos]

I like what they did at one company I worked for. That is, they picked out one employee each week(or month) and said they were the best in whatever they happened to be great at. Then the next week they picked someone else out, and then another employee until they went through everyone. In that way, everyone was rewarded and everyone realized that each person contributes. In this case they gave out movie passes, which can be had cheapy when bought in bulk. But it could be something else like seats to the corporate box office or whatever. By awarding these prizes it reminded the employees what helps the company makes money, and thus help all the employees.
The problem that develops when you try to reward all the employees by setting a goal of 80% billing or whatever, it tends to drive the wrong behavior. If a technician doesn't get to bill because of the territory that he covers, then he or she becomes disgruntled, and their spouse demands a transfer to they can pay for the kids college or buck teeth.
I've seen it so many times where employees will hurt the customer by trying to get some metric to look better.
It happens to me every time I call into a call center. I worked in a call center for over 10 years and I can tell you point after point every time I call in how my time is wasted because of metrics that the agents are 'beat with'.
If you give bonuses based on how the company did for the year if can backfire when you have a great group of employees that work very hard, but then you have a bad year due to a hurricane, the economy, or a new competitor. And the employees get no bonus even though they worked harder than ever. Why should they be punished?