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.
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,
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.
