It's important to have a "balanced" approach to incentive programs, so you're on the right track. Some other tips are:
- Involve CSRs in the process of defining incentives. What supervisors or managers think is motivating and what CSRs think is motivating can differ.
- Consider other factors, such as customer satisfaction and financial goals (tied to those leads).
- Ensure there is alignment of accountability up and down the organization.
Also, here's some advice I gave to another reader who was looking for information on creating incentive programs for nontraditional agents.
This was first published in August 2004