Pay-for-performance for call center agents

Do you think the monthly reviews and the three-month level program is fair? We have been using this system for several years. I manage the customer service area of my company and think we need to change the time frame. What do you think? Should we continue to monitor and review every month, but change to every six months for a pay increase or decrease?

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Pay-for-performance is a call center best practice and a very strong motivator for improving and maintaining high performance levels. To maximize effectiveness, the reward (pay increases), or the consequence (pay decreases) should occur as close to call center agent performance results as possible. For this reason, three months seems to be an appropriate and fair time frame.

Monthly monitoring and coaching sessions are critical for an agent's success and a great way for supervisors to have one-on-one, personalized contact with call center agents. Agents really appreciate receiving individual attention to learn about what they are doing well and the areas where they can improve. Coaching also demonstrates that both the supervisor and the company are deeply committed to the agent's success. Monthly coaching sessions, combined with pay or compensation that is tied directly to performance, communicates to call center agents that their contributions are integral to the call center and the company.