[sank]

Hi emmaly/or any one else from inbound IT call center management,

You seems to be in the similar situation as I am into. I am also running a Inbound IT trouble shooting call center. I am planning to re-structure the salary structure.. Currently its all in salary and we just started with a very small incentive amount.

Now we are in the 2nd phase where most of our employees are crossing 1 year of their time and are due for appraisal.

Do u feel we should go for salary + incentive scheme. Specially when eventually I will have to take out incentive from the amount which I could have offered them as salary in total.

What r the parameters you are taking into consideration and also any long term incentive plans to retain them?