A Research Study to Determine and Develop an Efficient Process of Communication for World Wide Incentive Compensation Participant Desk at Microsoft

Abstract

This research provides an overview of the World Wide Incentive Compensation Participant Help Desk at Microsoft that was created in July of 2005 to help sales employees of Microsoft understand and interpret their incentive compensation plans, rules, policies, and regulations regarding incentive pay. The goal and mission of the Participant Support Desk is to become the ultimate source and knowledge base for sales employees of Microsoft worldwide. The Customer Service survey was made available to 95 participants to identify weaknesses and improvement areas for Participant Support Desk service. The survey measured timelines, quality of information delivered, customer loyalty, and overall client satisfaction. The results were compared to various business research studies in the field of internal customer service. Recommendations were given to increase knowledge among members of the Participant Support Desk and to build a strong team in order to implement the Participant Support Desk into the compensation unit of Microsoft.