Arrangement for motivating telemarketing agents

Details Arrangement for motivating telemarketing agents Arrangement for motivating telemarketing agents

1991-01-03

1993-08-24

Envall, Jr., Roy N.

Boots, shoes, and leggings

G06F 1521

Patent

active

052394603

ABSTRACT:
In an ACD system, motivational feedback information, such as the cumulative number of bonus points earned, is displayed on agents' terminal displays. The information is real-time, up-to-date, and substantially continuously displayed. It combines an objective, quantitative measure, such as the number of calls handled, and a subjective, qualitative measure, such as a quality factor representing a supervisor's evaluation of the agents' observed performance in handling calls. Illustratively, the per-call quantitative measure is multipled by an agent's presently-assigned qualitative measure to arrive at the per-call number of bonus points earned by the agent.

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U.S. Department of Commerce, Performance Management Record, Form CD-396, Rev. Mar. 1989.

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