Instituting a new compensation agreement is one of the great emotional challenges for call center management. Management must create a new compensation plan once, and it must be very good: one that can last for the short term, and for the long term. Management must make a strong effort to consider the emotions of their agents in creating the new agreement. A compensation plan is not only a set of numbers that determine pay. It is an emotional pact between management and agent that shapes a culture, identifies the values of a corporation, builds relationships, and constructs the foundation for the future success of the call center.
Create A Plan That Works For The Agents.
Perhaps management forgets that they need to develop a compensation plan that works for the call center while also creating a plan that works for the agents. Management may understand they need to look out for their agents. But realistically, they are in management to incorporate the best plan as a whole, and agents can very often come out on the short end of the stick. On the other hand, agents see one point of view regarding compensation plans — theirs!
Be Prepared For All Scenarios.
Management has a multitude of scenarios they must take into account. If the compensation plan doesn’t motivate agents to do well, the company suffers and the plan becomes an albatross. The entire environment becomes one of complaints, bickering, and attrition. Emotions rage because management has tinkered with the agents’ most prized possession. If the compensation plan compensates agents too well, the company can also suffer, and the plan becomes an “agent vs. management” issue. All of a sudden, management is paying above budget for performance, and bottom lines become affected. Management then takes steps to correct their first error, and raging emotions become prevalent again.
About Call Center Today
Want to talk to Dan Coen about boosting your inside sales numbers and remaking your call center? To contact Dan about speaking, workshops, training and consulting: DCoen@CallCenterToday.com or 888-835-5326 x111. Follow us on twitter at www.twitter.com/callcentertoday
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