| CALL CENTRES Incentives feature strongly in call centre reward packages The vast majority of call centre employers supplement annual pay awards with at least one type of incentive scheme, be it unconsolidated cash bonuses, profit-share arrangements or commission payments, according to new research by pay analysts Industrial Relations Services. Individual bonuses most widespread The 143-company survey found that individual cash bonuses are the most popular performance-pay approach, typically costing employers between two and three times the value of their annual pay awards. Call centre bonuses: incidence and value
Source: Call Centres 2: benchmarking incentives , Pay and Benefits Bulletin 527, September 2001. A final word Bonuses are multi-purpose, their flexibility allowing employers to meet several important objectives: achieving hard performance targets sustaining the quality of customer care recognising individual contribution and helping to retain staff in often highly competitive local labour markets. — Industrial Relations Services. Want to know more? Title: Call Centres 2: benchmarking incentives , Pay and Benefits Bulletin 527, September 2001. Availability: Contact the subscriptions department at Industrial Relations Services in London, tel: 020 7354 6742. For more information about Industrial Relations Services visit . . . Posted 18 October 2001 |