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Call Center Incentive Scheme
I am a TL in a Call Center of the banking industry. My manager has asked me to prepare an incentive scheme for our reps.
I have taken into consideration two parts:
Part 1. is the performance of the agents which includes call quality, ASA, ACH, and the daily service level.
Part 2. is the sales, which includes salary accounts, other types of accounts, loans, credit cards, investment funds etc.
Can anyone help me to enhance the scheme. What other factors should I include in it? How do you generally evaluate your staff to make sure they're entitled to get the monthly incentive?
I appreciate your help.
Thank you
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