According to our poll, little more than one quarter of contact centres do not incentivise agent performance with bonuses.
In most cases, bonuses are based on individual quality scores (55%), but many contact centres also link agent performance with pay through sales based bonuses (27%) or team quality bonuses (17%).
Poll – “Do you link agent performance to pay?” – answers
- Individual quality bonus – 55%
- Team quality bonus – 17%
- Sales based bonus – 27%
- No bonus – 27%
(Multiple answers were allowed during this poll, so the total does not add up to 100%.)
Source: Call Centre Helper webinar: Latest trends in Performance Management Sample size – 149 Date: March 2014