Creating a bonus structure for a call center manager

It's important to build an accountability model that reflects alignment of the call center operational goals with the corporate goals and business strategy. For example, if you're trying to grow the average customer value, increase overall sales, secure new customers, or upsell new or complementary products, these should be incorporated into the call center metrics. Once you define those key goals, you can build an accountability model that reflects the responsibilities of this call center manager in delivering on those goals. The bonus should be tied to those accountabilities. Of course, an important step is to ensure that the metrics can actually be measured - that you have the definitions, systems, and processes to ensure tracking and reporting.