Creating a balanced incentive program for agents

I am interested in creating an incentive program that not only accounts for productivity, but also takes into consideration the agents attendance and the quality of their calls. They handle both incoming and outgoing calls to gain and verify leads. What are your suggestions?

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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

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