Devise a compensation program that galvanizes your contact center reps.

By Reported Donna Loyle

Track It, Measure It

So you’ve determined what you want to reward and how you’ll train employees to succeed. Now how do you measure and track their performance?

At Orvis, Wolfe uses a score card system to rate her 150 CSRs. Each month, agents get a report on how well they did the previous month and the previous 11 months. The report actually grades them (e.g., A, B, C) on four components: attendance; quality of work as measured by Orvis’ monitoring system; productivity (what percentage of their time they spent on the phone or in after-call service); and sales contribution, which includes upselling. Each component is graded separately, and the agent gets an average score. Their annual reviews are based on those scores.