Devise a compensation program that galvanizes your contact center reps.

By Reported Donna Loyle

“We reward agents if they get customers to order what, in essence, we already know they’ll need to use the product,” says Kitty Dertinger, customer service manager. This satisfies both the CSRs’ drive for commissions and the company’s motivation to offer exceptional customer service.

“Before we adopted this system, we tested different programs,” Dertinger recalls. “We tried having agents sell overstocks, then new products, but nothing seemed to work as well as what we do now. We started small, got feedback from reps, and then tailored the program so it would be of value to customers.”