Only 27% of Contact Centres do Not Offer Performance-Based Bonuses

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According to our poll, little more than one quarter of contact centres do not incentivise agent performance with bonuses.

In most cases, bonuses are based on individual quality scores (55%), but many contact centres also link agent performance with pay through sales based bonuses (27%) or team quality bonuses (17%).

Poll – “Do you link agent performance to pay?” – answers

Individual quality bonus – 55%
Team quality bonus – 17%
Sales based bonus – 27%
No bonus – 27%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper webinar: Latest trends in Performance Management Sample size – 149 Date: March 2014

Author
Jo Robinson

Jo Robinson has worked at Call Center Helper since 2007. She started off as News Editor and is currently Operations Manager. Jo quality checks a large number of the articles on Call Centre Helper, along with caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn

Only 27% of Contact Centres do Not Offer Performance-Based Bonuses

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