Call Center Performance Based Compensation
This call center performance software grants better-performing home agents higher pay rates and still keeps the average pay for all home agents within guidelines. This call center performance system allows for home agent bonus categories and rates to be modified and re-set for each pay period. This flexible approach allows all work at home call center agents to earn higher pay rates for the current period regardless of their past performance.
This call center performance software can be integrated with on-line call center reporting so that work from home call center agents can determine their performance levels throughout the pay period. Performance-based pay rates encourage work at home agents to use their available time to take advantage of additional coaching and training.
Payments Due and Invoicing for Home Agents
This call center performance software tracks each work from home agent’s pay-rate, amount of time spent on the phone, performance bonuses due, and dollar amounts due for every pay period. This call center performance system can also be used with independent contractors handling work at home call center projects so that they supply properly documented invoices.
Prepaid Debit Card for Agent Payments
You can streamline payments to home agents using the American Home Agent Association's Prepaid MasterCard Debit Card. Money owed for your home based call center operations are credited to the debit card. The home agent withdraws the money paid to them through any ATM or spends it as he or she would with any MasterCard debit card. Your company enjoys lower administrative costs and home agents receive payments faster and easier. |
| Minimum Base Rate Per Phone Minute |
+0.19 |
| Additions for Expected Behavior: |
|
Does not intentionally mislead customer; or intentionally and repeatedly input wrong
dispositions; or use any abusive, foul, rude language; hangs up on customer without
proper notification; fails to follow the DNC Do-Not-Call Procedures; takes an intentional
action that would damage the customer relationship; No Call Avoidance activities (hangs
up / stays off hook etc) |
+0.02 |
| Additions for Scheduling: |
| No Reschedules, No Late Arrivals, Zero No Shows, Adhered to all Break Time Rules, No Early Shift Terminations |
+0.02 |
|
| 10 or more Bonus Shifts with No Reschedules, No Late Arrivals, Zero No Shows, Adhered to all Break Time Rules, No Early Shift Terminations |
+0.02 |
| Additions for Monitoring Results: |
| Average Monitoring Score Above 90% |
+0.02 |
| Additions for Performance: |
| Average Talk Time Less than 600 seconds with No Call Avoidance activities |
+0.02 |
|
| Average Revenue Per Hour above $100 |
+0.02 |
|
| Average Revenue Per Hour above $300 |
+0.02 |
|
| Average Sales Per Hour above $50 an hour with conversation above 1.7% |
+0.02 |
|
| Average Sales Per Hour above $70 an hour with conversation above 3.5% |
+0.02 |
|
| Pay Rate If All Additions Are Earned |
0.37 |
|
