Skill-based pay

[rsavino]

I would like to hear from any Ops Managers or CC Directors who have implemented skills-based pay plans for your agents. Respondents should be running call centers of at least 150 seats, in the travel/hospitality/sales industries. For example, how many pay grades did you have/do you now have; what was the net effect on agent compensation; do you also have any type of incentive/commission programs in place; how was the new program received by the agent population; how much empowerment is incorporated in each newly-defined (progressive) skill, etc. Any "post-mortems" would also be helpful

[upensingh]

Hi, I'm part of a 1980 seats CC facility in India. We've implemented skill based 'incentives' which have been drawn up by the executives & Supv's themselves.

To ensure high visibility, we calculate these weekly and the net effect on compensation is potentially as high as twice the package at 165% attainment of results.

Each of our incentive progarms has a strict timeline (Start & Stop dates), clear explanation with examples and public peer level
recognition that goes with it, making these v popular.

I'd recommend you involve those who will benefit from the incentives in helping design the schemes and seek Mgt support for the R&R events on an ongoing basis.

Best of luck! Upen