Discretionary Effort Model
How much effort are your agents willing to give?
“HAVE -TO- DO” CURVE
“WANT -TO- DO” CURVE
DISCRETIONARY EFFORT
Employees can get stuck in a rut or those who aren’t motivated follow a “have -to- do” curve meaning they only give as much effort as is needed to reach the minimum performance required.
Employees who take pride in their work or who are motivated to succeed follow the “want -to- do” curve meaning they will look for ways to go above and beyond the minimum performance required.
The level of effort people could give if they wanted to go above and beyond the minimum required.
What are the ways that your team can show DISCRETIONARY EFFORT?
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