Service/Retention Incentive suggestions needed

[Moderator]

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

(Previously posted on the old Forum - Moderator)

[cblake@b3d.co.nz]

We have found that retention is about understanding staff needs and how effectively the organisational behaviours support their needs. Staff inherently want to stay with their current employer but often we need to take a closer look at their expectations.

Might be worth checking out the new Staff Retention tool available at www.keepstaff.co.nz. The output of going through the simple process is an invaluable path to staff retention.