thanks all for your contributions.
thanks a lot for your informative reply, well I have to tell you this :
I am a Quality Assurance member, what we really do in QA is that we evaluate our agents on ( quality of calls, courtesy...) nothing of (AHT), or (number of calls handled) is involved in our evalution this is assigned to other different departments. So we measure how our agents do the (opening, closing, greeting customer, general job knowledge, problem solving.. etc). We evalute agents on mothly basis, 4 calls for each (well I know 4 calls per month for each agent is not satisfactory, but this is due to some business troubles, our agents are about 700 ).
Well my idea is to creat an internal recognition program that is made and run by the QA (based on our work standard). so what I really meant is the final result at the end of each month ( for the 4 calls), just an example if X got for 3 months the result from 88% till 95%, he/she will got the recognition XYZ.
Mr. Closed Account
thanks a lot too for your answer, I can understand it fully now, and thanks to you I will start to change some of my recognition plans.
what I really want to achieve at the end is to give some of job satisfaction to our agents.Yet if you could tell me (other tools) I can use i will really appreciate it.