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First off, let me say that I applaud your efforts to implement incentives, and that you're focusing on two major parts of an agent's performance.
One thing I thought was peculiar about the metrics you've already suggested to measure such as ASA, service level, and average calls handled, is that these metrics are not in the agent's control. These things are based on how well the planning and staffing has been done which the rep takes no part in. However, measuring productivity is obviously important.
Some things to consider that the agents CAN control may be: amount of time spent in a non-productive state such as AUX, average handle time, average after call time, and schedule compliance. Quality is also of course of high importance. You may want to consider using three categories such as Productivity, Quality, and Performance aka sales. Many times in a sales or collections environment, agents are scored on their averages such as sales per contact, dollars per sale, etc. I also definintely agree with the previous post that said attendance should be taken into consideration as well.
Hope this helps!
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