Creating incentive programs for nontraditional call center agents

Creating incentive programs for nontraditional call center agents

We are trying to implement an incentive program for the agents of one of our product lines.
These agents do not accept incoming calls, instead they perform data processing as a result of receiving faxes, calling clients and retrieving info from clients web sites.
We are able to measure their number of transactions, accuracy, attendance, quality and timeliness. We would like to base an incentive program on more than just these factors.
Any suggestions?

    Requires Free Membership to View

    Login

    When you register, you'll begin receiving targeted emails from my team of award-winning editorial writers on the latest customer relationship management (CRM)and call center technology issues today. Our goal is to keep you informed on the hottest issues facing this fast-changing industry.

    Hannah Smalltree, Editorial Director

    By submitting your registration information to SearchCRM.com you agree to receive email communications from TechTarget and TechTarget partners. We encourage you to read our Privacy Policy which contains important disclosures about how we collect and use your registration and other information. If you reside outside of the United States, by submitting this registration information you consent to having your personal data transferred to and processed in the United States. Your use of SearchCRM.com is governed by our Terms of Use. You may contact us at webmaster@TechTarget.com.

It sounds like you have a good start to a "balanced" approach to performance and incentives. Some of the potential things to consider in addition to the measures you have are customer satisfaction, teamwork or contributions to the team (e.g., special projects, mentoring, identifying process improvements), financial metrics (e.g., cost per transaction), and individual development (learning and growth). Consider involving a team of agents in the definition of the incentive program - you will need to refine the factors and definitions, and put relative weights to them. It's important that people feel like they can control or contribute to what they are measured on. Participants in defining the program can also be "sales people" (or change agents) to help the program succeed across the board.

This was first published in May 2004

Join the conversationComment

Share
Comments

    Results

    Contribute to the conversation

    All fields are required. Comments will appear at the bottom of the article.
    Back to top