According to our poll, over half (54%) of contact centres incentivise agents with non-cash bonuses (e.g. spot prizes) as part of their Performance Management efforts.
The second most popular method involved individual cash bonuses (34%), whilst we discovered that three in every ten contact centres do not have any reward scheme in place to incentivise agents
Poll – “How do you incentivise agents as part of Performance Management?” – answers
- Individual cash bonus – 35%
- Group or team cash bonus – 20%
- Non cash bonus (e.g. Spot prizes) – 54%
- Time off – 20%
- We don’t incentivize agents – 30%
(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 and Quality Sample size – 88 Date: May 2015
Author: Megan Jones
Published On: 30th Oct 2015 - Last modified: 23rd Sep 2019
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