The Global Association for Contact Center Best Practices & Networking

"we are a sort of center and there is always a customer as other communitys, hospitals and they has to pay us for delivering infromation"

"No we did not alter our current compensation structure although on further analysis we may have to.in the near future.
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"There is no differential for agents that work web, chat or email channels."

"No. There is a defined career path and a CC wide reward system."

"We are using the same compensation scheme that is calculated based on importance of each channel. For example voice is counted 60% and e-mail 40% in the overall evaluation"

"the skill level is the same thus payment is the same"

"Minacs had designed and delivered multi-channel programs for many years now. These are almost always complete solutions offered to our clients and the solution designed is integrated and end-to-end. This means that we charge our clients for the complete ‘package’. Compensation structure is based on several factors and is not only based on whether an individual manages more than one channel."

"No. Our agents are not commission based, as they offer a service support facility to our clients."

"Yes, the pay structure increases across the board and all agents handle different channels."

"No, there is no differential compensation plan. Everyone works every channel."

"In the same way. no special organization."

"No changes were made - we changed our terminology from 'calls handled' to 'tasks handled'."

"Yes. Typically it is per email compensation for chat it is per actual talk minute."

"No, we are looking at incentives via positive customer feedback, rather than just stat's."

"Agents are compensated for success. The compensation opportunities do not vary by channel."

"No, because each agent only handles one channel at this stage."

"No. The interaction is designed to be the same regardless of medium of contact."

"Agents are covered under Union agreement."

"No we do not add compensations. We are very small and it's part of the agents job to handle the customers at any channel and our job to provide resources for them to do it well."

"unable to answer, this has been in place since I was hired Feb/09"

"Not really- However to increase motivation level we introdcued teams and named them and created challenege among them and attached a small incentive."

"Yes. Each channel's performance was measured against other channels to obtain a benchmark points system. Combined weekly/monthly scores are used to determine performance levels."

"no changes, they like it to do different things in a week work"