[winniethepooh]

I'm trying to create an incentive program for a 3 person software help desk. We assist callers who have problems with our propriety software application. We handle simple problems (Tier 1) and more complex (Tier 2) problems. Some problems can be handled on the phone (Tier 1) but other require more research (Tier 2). If an issue goes outside of our area, we are at the mercy of the second group for turnaround times.

I'm struggling with what areas should be included in the incentive program. We don't measure the typical call center areas such as talk time, wrap, etc. Obviously, quality is one area.

Ideas on other areas to monitor and incent?
Thanks!