Method and system for improving performance of customer service representatives

A computer system for managing performance of a customer service representative comprising:

• one or more terminals for servicing the customer and for managing, collecting and calculating a combination of performance metrics for the individual customer service representative each having a corresponding processor, which includes a display and a memory;
• operably connected to a telephone system for receipt of incoming calls;
• a database interconnected to the terminals for storing information related to whether a customer service representative is entitled to an incentive payout, the stored information including quantitative data from customer contacts by the customer service representative, and qualitative data from customer contacts by the customer service representative received from individuals prompted to provide the qualitative data;
• at least one of the corresponding processors being for generating the representative's performance grade based on the quantitative data and the qualitative data and for determining an incentive payout based on a payout grid, the payout grid having a first axis representing values of the quantitative performance score in a plurality of preselected ranges and a second axis representing values of the qualitative performance score in a plurality of preselected ranges, a payout monetary amount being identified at each intersection of the respective preselected ranges;
• an electronic output device for producing documents in at least one of text, graphics, and electronic transfer mode, said output device being interconnected and responsive to each of said plurality of terminals;
• and,
• a corresponding input device for receiving predetermined input into said processor.

A computer-implemented method for evaluating and rewarding performance of telephone call center performance representatives, comprising:

• storing by a processor in a database in a memory a plurality of skill sets, each of said skill sets having an associated call handling time and quality score;
• storing by the processor in a database a plurality of primary performance metrics;
• ascertaining financial objectives;
• populating, using the financial objectives, a plurality of payout grids, each of the payout grids associated with one of the skill sets, the payout grids employed to determine an amount of an incentive financial payout, the payout grids each having a first axis representing values of a quantitative performance score in a plurality of preselected ranges and a second axis representing values of a qualitative performance score in a plurality of preselected ranges, a payout monetary amount being identified at each intersection of the respective preselected ranges.