Prioritizing Rewards and Recognition in Call Centers

What should a call center agent rewards and recognition program measure?

• Productivity-based metrics like attendance and call handling time
• Quality-based metrics like accuracy and customer feedback

What are some of the rewards call centers provide to top performing agents?

• Small cash bonuses
• Gift certificates
• Achievement awards
• Merchandise
• Advanced training
• New job challenges

Overview/Description

Incentives can help call centers minimize agent turnover. This Business Impact examines what makes a rewards and recognition program effective.

Target Audience

Call Center Representatives, Supervisors and Managers