Incentives

[Ian Alexander]

Hello,

I head up the Quality Assurance monitoring at a call centre of about 150 (and quickly growing) in Ontario, Canada.

just wondering what sort of incentives some of you offer your employees to achieve high levels of customer satisfaction during their calls.

So far, our QA program is only a month old. If I observe a wonderful call, I simply print a certificate for them to post @ their workspace congradulating them on their efforts.

Thanks for your feedback.

[carlo]

Hi Ian,
I am from Italy. In our Contact Center the 30% of our salaries are linked to the achievement of these results:
Customer satisfaction 40%
Efficiency 30%
Productivity 30%