EMPLOYEE COMPENSATION

For annual telephone agent performance reviews, I have a four to seven percent range to work with regarding compensation increases. Is this consistent with other call centers? ~ John Wettlaufer

On average and across industries, the performance increase range is from three to ten percent. Many call center managers are encouraged not to increase the annual compensation by very much, but instead give quarterly bonuses based on achieving very measurable goals, like calls per shift, attendance, occupancy, caller satisfaction scores and the like. In addition, overtime is also a way to satisfy both the companies need to take care of seasonal spikes in calls and the employees need to make more money.

On which basis would you build up the bonus of a Debt Recovery Agent and what % of total salary would you also recommand as a bonus ?

Suggest the following:
1. Make at least 20% of total salary related to performance.
2. Make percent “Promises to Pay” calls equal to 50% of performance pay,
3. Make percent “Partial Paid Debt” calls equal to 25% of performance pay,
4. Make percent “Completely Paid Debt” equal to 25% of performance pay,

What is company policy on sick days for agents?

I have received several "Ask Dr. Jon" questions regarding company policy on sick days for agents. In checking our benchmark database of best practices, it is clear that more than half of all call centers allow unused sick days to accumulate from year to year. In addition, it seems that the most common strategy to minimize agent sick leave is to make attendance part of an agent's performance evaluation.