Non Cash Bonuses are the Most Popular Performance Management Incentives

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