- Contingent Workforce Strategies 3.0 - http://cwstrategies.staffingindustry.com -

Beyond punishments: Energizing staffing partners with carrots

When a staffing provider fails to deliver on its service-level agreements, the consequences are well-known, ranging from limiting of further opportunities in the program, to enhanced corrective governance and probation review periods, and potential removal from the program. Not so well-known — or leveraged by CW program leadership — however, is the flip-side of this equation: the rewards for delivering above and beyond the contracted, delivery of CW service-level expectations.

Exceptional Service

This isn’t for staffing partners that are just meeting expectations; performing as agreed should not warrant special or enhance recognition in the form of additional incentives. The standard level of contracted service performance has already been paid for and need not be rewarded further.

Rather, it is those that deliver exceptional levels of service in support of the CW program’s goals, objectives and mission that should elicit special program rewards and incentives.

Additionally, ensure your SLA & KPI metrics are driving the right behaviors to support program goals and objectives. Further, SIA has found that MSP programs that offer at least minimal, service-level, incentive/rewards initiatives seem to generate higher NPS scoring results.


There are many options for incentive programs, and not all are financial-based. Although some small budgeting should be considered to fund the recognition activities of a CW program rewards initiative, not all need to be monetary-based. Here are some ideas:

A well-developed incentive program can produce powerful results and attention from staffing partners. But at the end of the day, performance rewards and incentives should be for incremental service excellence that is above and beyond the standard contracted service levels already paid for and anticipated.

SIA dedicates a full CCWP certification class [2] module to supplier partner performance; supplier partnership is a key ingredient for a high performing contingent workforce program.