INCENTIVES...HOW MUCH IS ENOUGH?

You have an account, the people in place and now we need to start motivating people to do their jobs. 

I personally am passionate about my job but honestly, money still talks and anything extra to reward a job well done, to increase more business into the site, is a good reason to create incentives.  But, how much is enough to make sure everybody is happy and the business is still making money? 10%? 20% 40%?

10-20% is a very good gauge to start with and usually keep people happy.  If the account is doing well, then this can still go up.  There are several ways to create your incentive plan and here are some that has been used in call centers. 

1.  The percentage can be based on the basic wage of your agents and key managers.  You could do it monthly or quarterly.  This is of course performance based.

2.  Related to bonuses contracted with the client.  Operations would normally set higher incentives on these KPIs (Key Performance Indicator) so that the account can earn more.

3.  Quota based, which is pretty much standard on sales programs, whether inbound or outbound.  Very simple, the more sales you bring in through the phones, the higher your incentive.

So, my advice is to balance it out.  Make sure you focus on getting the bonuses that are easier to attain which will make you get more cash in.  Work with the extra money to be used on getting other KPIs as expected by the client.  The more money, the more incentives to be given to personnel.  This will make them happy since they feel that they're getting loads.  Client is happy because we're keeping their customers happy.  Win-Win situation. 

It's not as easy as it sounds but this can give you a head start.  Good luck! Remember: Keep the people happy who's working their butt off on the floor.  You will definitely succeed.