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More Incentive Help requested.

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09-27-2001, 03:29 PM

gbessom

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Join Date: Sep 2001

Posts: 1

More Incentive Help requested.

We currently have an Incentive Program for our agents that is based on their Productivity, Quality and Retention. Their Productivity is based on total logon time divided by total of talk time, work time, avail time. The agents are flipped between 4 different queues. Because of this, it is very hard to tally their total productivity spent on all queues.

Can anyone suggest a simpler formula?
As a company; we are concerned about cost per call, retention and quality, in that order.

Thanks

Grant

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