Overtime compensation for call center employees

[Juliew]

My question is two fold:

1.) Do you allow your call center employes to work overtime?
2.) If so, how do you factor overtime into their compensation structure for bonuses or commissions? Its my understanding that commissions and bonuses need to be included as part of the overtime hourly rate calculation which can lead to a very high hourly overtime pay rate (especially if the employee has had a good sales week). Has anyone been able to create a compensation structure that allows employees to work overtime but also have an incentive component that won't break the bank when commissions are included in the overtime payment calculation?

Any ideas ...please!

[WFM_SS]

My two cents:

O.T. should be distinct from any other incentive program and pay scale.

A good way to compensate them for their added efforts (other than 1.5x their pay) would be to reward them on an RPC basis (revenue per call). Whether you're in a sales environment or not, "revenue" is measured and tabulated by all CC's. So it's up to you to figure out how much added benfit the O.T. has brought your organization and thus reward the agents in consequence.

Hope this helps!

Good luck