1 April 2002

Equal Pay for Equal Work?

An equitable pay system rewards your worst performers, but discourages your best

by Glenn Phelps
Anyone who's phoned a call center knows there's a big difference between the best agents and the worst. The best agents solve their customers' problems, sell them the perfect products, and leave customers feeling better off than when they called. The worst agents frustrate everyone they talk to. Here are some smart pay strategies to help you reward your best.
Glenn Phelps, Ph.D., is a Senior Consultant with Gallup.
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At the Call Center Forum, participants have the opportunity to learn and share best practices and challenges in running dynamic call centers. Gallup will present its latest research on call centers and call center management, and each attending organization will have the opportunity to present its current management initiatives.

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