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Incentive Sheme
Hello.
We have a program like this:
Service and Quality: (70%)
Result of the quality assurance group.
One call resolution rate.
index of customers' satisfaction
Results of knowledge exams
Productivity: (30%)
Adherence.
AHT.
Be careful that is not recomended include the service level when evaluating agents because this indicator doesn't depend really of teh agents. (forecasting, schedulling, etc) what must be done by agents is to fit to the shifts and that is measured by adherence.
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