Feb 09, 2007
I am looking for ideas on developing an incentive/bonus program for Team Managers (6) and Team Leaders (6) based on metrics or merit. We are an inbound call centre handling approximately 3000 calls daily. Currently, our CSR's earn a bonus at the end of each month based on a formula that calculates a minimum number of calls taken per per hour, hours worked, and actual calls taken. The calls that exceed the monthly minimum is paid out at 0.50 cents per call. Top agents agents stand to make an extra $400 - 500/month. Hence my reason for management incentive as they drive these numbers and agents' productivity. Your assistance/advice greatly appreciated -- Carlton
– Carlton
