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CARE Rewards Program Omega’s CARE Rewards Program is designed for companies that want to motivate and reward employees to perform at the highest level by linking their compensation to measurable increases in customer satisfaction and loyalty. One of the most dynamic customer contact areas is the call center, where critical customer service and support activities take place that play a major role in generating incremental revenue as well as retaining existing customer relationships that could otherwise be lost. The CARE Rewards Program is based on awarding points to individuals and groups for achieving service excellence, and then allowing employees to redeem their points for free merchandise as well as discounts on dining, shopping and even travel. The use of non-monetary rewards has been shown to have a more enduring value to recipients, and also builds a greater sense of personal esteem. Individual incentive programs are meant to reward designated employees in a given group. To determine points, Omega surveys actual customers with whom each employee has recently worked, but does not mention any employee by name. Points are credited to the employee’s portfolio based on the customer’s weighted average survey responses about the employee’s performance, such as knowledge, attitude and professionalism. Points are tracked on a monthly basis and typically are tallied over time for “employee of the year” recognition and rewards. Group incentive programs are intended to determine service and support excellence for teams of employees performing the same or comparable tasks. In this case, the Omega surveys determine overall satisfaction levels for each team. As with individual rewards, points are tracked on a monthly basis and typically are tallied over time for “team of the year” recognition. In cooperation with participating companies, Omega administers all aspects of the program, from devising a point structure based on customer service and support tasks to selecting reward folios that make financial sense to the company and provide strong motivation for employees. For more information on the CARE Rewards program, click here
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