Remuneration Models in Call centre’s

In today's business this critical component is often overlooked when setting up a new call centre, expanding or optimising on your existing business.

“Pay for Performance” Is a Powerful Engagement and Compensation Tool, but implementation is Critical for Success!

When it comes to remuneration, usually a matchbox approach is applied without any actuarial modelling. One needs to be focused on a model that is flexible to change as the business evolves. As an example in sales, if your lead quality and technology improves the remuneration model needs to be adjusted accordingly. A model that is also easy to understand for call centre agents is critical, as getting lost in the technical detail is too often a detriment rather than a scientific marvel.

There are various models to choose from whether it be a peer model or a traditional scoring model. Either way, the ultimate aim is to achieve efficiency, reduce costs and reward the right behaviour. This will ensure your call centre always performs optimally.

Exponential Group has extensive experience in setting-up proven remuneration models in Call Centre’s. Contact us for today.

+2781 0910663 | consult@egroup.co.za

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