Contact Center Agent Incentives

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Contact Center Agent Incentives

With FMSI's ContactCenter Management System™ you can benchmark the productivity numbers for top-performing agents, and then implement a custom Incentive Pay Plan that rewards all top producers based on these numbers. Agents will be motivated to excel, resulting in a significant improvement in agent productivity and service levels.

What are some of the details of the FMSI incentive program?

Rewards for FMSI’s performance-based incentive model are calculated on employee productivity in terms of call volume processed per hour. There are no allowances for different pay rates. Incorporated into this method is a system of thresholds that allows better performing employees to be rewarded at a higher marginal rate. The program can either use a global, institution wide goal, or use goals set for each individual contact center. Productivity goals are based on calls conducted per processing hour.

Blend of service, sales and productivity

Most importantly, an agent that takes into consideration service, sales and productivity will be the most successful. Having the right blend of metrics is the key. Ultimately, it is critical that agetns concentrate on exceptionally friendly service, accurate call processing, needs assessment and are operating at the highest-level of productivity.

What are the keys to a successful program?

Ongoing Coaching– The value of the program must be clearly communicated to the agents. Continued coaching on needs assessment sales, proper service and productivity efficiency is very important. The FMSI Client Services Team is “on-call” to help you with training.

A Fair Program– Adjust productivity goals per historic call volumes per contact center. The agents will appreciate the program if it has obtainable goals.

Monitor and Improve– Monitor the program periodically and adjust if necessary. In this fast-paced and complex world, it is always helpful to remain diligent.

To learn more about the FMSI Agents Incentive program please contact us for a demo by clicking here.