Performance-based bonus/malus scheme for outsourced call centres

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Performance-based bonus/malus scheme for outsourced call centres
Dear all,

I'm currently working on setting a performance-based bonus/malus scheme with a future call centre provider. I'm looking for best practices from a book, a website, a research paper or any kind of support.

Would you know any content that could help set the right bonus/malus scheme?

Kind regards,

François

Helper

Call Centre Helper

Make it team based
A performance based bonus works well if it is team based. This way it can help to generate collaborative behaviours.

Basing it around customer satisfaction or quality scores could work.

This article may help
https://www.callcentrehelper.com/using-bonus-schemes-to-motivate-agents-1789.htm

Thanks
Thanks a lot Jonty.

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