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Top KPIs for Managing Customer Service, Sales and Collections Contact Centers (whitepaper)

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Currently we use a pay-for-performance program at my company. We review our staff every month, and 90% of their review is based on call quality. Each call center agent is given a level (1, 2 or 3) that has a rate of pay attached to it. They must maintain that level for three months to receive the pay attached to that level. For the reps that could mean an increase or a decrease if their performance doesn’t meet the accountabilities for that level. Do you think the monthly reviews and the three-month level program is fair? We have been using this system for several years. I manage the customer service area of my company and think we need to change the time frame. What do you think? Should we continue to monitor and review every month, but change to every six months for a pay increase or decrease?

Currently we use a pay-for-performance program at my company. We review our staff every month, and 90% of their review is based on call quality. Each call center agent is given a level (1, 2 or 3) that has a rate of pay attached to it. They must maintain that level for three months to […]

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We’d like to know what metrics we should use to measure our contact center. We are an inside sales organization, servicing a combination of our own sales staff, customers and occasionally partners. We do not receive a large volume of calls, but we still want to measure our activity. Quality is important to us, and we’re not sure how to include quality in our metrics.

We’d like to know what metrics we should use to measure our contact center. We are an inside sales organization, servicing a combination of our own sales staff, customers and occasionally partners. We do not receive a large volume of calls, but we still want to measure our activity. Quality is important to us, and […]

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