Face Your Hang-ups

3. Incentivize call center managers and agents. Here’s another of Spaide’s ideas: Monitor some customers’ calls, and score your agents’ performances on a 100-point scale based on the variables of attendance (whether they’re in their seats to receive calls), achievement (whether they satisfied the customer) and upselling (if they sold other products during the call). Offer agents a $1-per-hour raise for a pay period in which they score at least 90 points. Similarly, offer call center managers a $2-per-hour raise if a certain number of their agents score 90 or higher.