Manage

Creating a bonus structure for a call center manager

How should you create a bonus structure for call center managers, and what should it be based on? Our call center expert provides some tips on compensation and bonuses for call center management.

Published: 18 Jan 2005

Step 2 of 2:

You forgot to provide an Email Address.

This email address doesn’t appear to be valid.

This email address is already registered. Please log in.

You have exceeded the maximum character limit.

Please provide a Corporate Email Address.
- I agree to TechTarget’s Terms of Use, Privacy Policy, and the transfer of my information to the United States for processing to provide me with relevant information as described in our Privacy Policy.
Please check the box if you want to proceed.
- I agree to my information being processed by TechTarget and its Partners to contact me via phone, email, or other means regarding information relevant to my professional interests. I may unsubscribe at any time.
Please check the box if you want to proceed.

I am in the process of hiring a new call center manager for our business. We are a company that sells diet products directly to the consumer. We do roughly $5 million a year in call center sales. I have set a salary for the manager, however I would also like to provide a "potential bonus" based on goals reached throughout the year. Do you have any recommendations on what to base this bonus on?

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.

outbound call

Call center agents’ behavior should be focus -- not clunky metrics

Call center disaster recovery plan checklists

Discretion is still the better part of valour