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ATA Best Contact Center Incentive 2011
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Affinion Rock 'em Sock 'em Quality Competition

Notes de l'éditeur

  1. We changed our bonus structure to really change the mindset around bonus. We had a more traditional bonus structure, based on 4 separate metrics (ADH, ATT, QA & Attendance). Prior to the changes in bonus, agents would receive bonus pay out on the second paycheck of each month. We found that a large percentage of our agents were performing below expectations, and were seemingly satisfied with receiving a smaller bonus. Firstly we based bonuses on skill sets, so if you have been trained on skills x, y & z you get this much bonus in a month…a simplified fixed bonus. Secondly, we adjusted bonus payout to every paycheck in the same month, which gave an immediate return on the agent’s effort. Thirdly we started out giving everyone their bonus, and then added a disqualifier for not meeting quality goals; we made it their bonus to lose!