28 May 2001

Paying for Performance

Don't compensate your agents for the wrong things

by Glenn Phelps
Many call centers confuse production and performance, so they pay agents for the wrong thing. Performance determines call value, and three criteria determine performance -- measurement, agent talent and a supportive work environment. Overlooking any of these measures may drive down call center value -- and profits.
Glenn Phelps, Ph.D., is a Senior Consultant with Gallup.
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