Maryanne can not be a true call center professional. I have personally seen great incentive programs turn poor performing call centers around almost over night. As long as everyone buys into it (which can be challenging in the beginning) any incentive / reward program will work. I tend to like using metrics such as
- Quality
- Schedule Adherence
- Reliability
- Productivity
Then weighting each one of them according to what you value most in your center (most center place more weight on Quality). Hope this helps… you can email me at Jpittman@yahoo.com for any help.