Only 27% of Contact Centres do Not Offer Performance-Based Bonuses

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