Feed Fire

"It's totally within each agent's ability to improve their score and hence their pay," says Wolfe. "Agents know throughout the year how they're doing. And the control to improve their pay is in their own hands."

She says the greatest challenge to setting up the program was finding a software program to use. "I started by using a database, but it blew up after just three months. Now we're using a vendor, Logisys in North Carolina, to help with the Web-based reporting. We're a pilot program for them, and it's going very well."