I am in the process of hiring a new call center manager for our business.
We are a company that sells diet products directly to the consumer. We do
roughly $5 million a year in call center sales. I have set a salary for the
manager, however I would also like to provide a "potential bonus" based on
goals reached throughout the year. Do you have any recommendations on what
to base this bonus on?
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It's important to build an accountability model that reflects alignment of the call center operational goals with the corporate goals and business strategy. For example, if you're trying to grow the average customer value, increase overall sales, secure new customers, or upsell new or complementary products, these should be incorporated into the call center metrics. Once you define those key goals, you can build an accountability model that reflects the responsibilities of this call center manager in delivering on those goals. The bonus should be tied to those accountabilities. Of course, an important step is to ensure that the metrics can actually be measured - that you have the definitions, systems, and processes to ensure tracking and reporting.
This was first published in January 2005
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