Bonus vs Benefit in Call Centers

Incentive plans, bonuses and benefits are a key to employee motivation and productivity.

The bonus scheme can take several different forms:

• Individual cash bonuses tied to individual performance;

• Prize-based incentive schemes; agents earn points which can be turned into a prize of their choosing;

• Team-based competitions; the outcome is related to the performance of the team as a whole;

• Non-cash-based prizes.

Even though employee’s stated preference is cash bonuses, some managers consider that non-cash incentives are the best form of motivation. Very often the recognition matters more than the value of the reward. Another argument is that people generally forget what they spent a cash award on and only a very small part of employees will actually spend it on something special for themselves.

In order to be most effective in motivating staff, any reward should be considered to be meaningful and motivational by the recipient.


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