Arrangement for motivating telemarketing agents
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United States of America Patent
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-
Aug 24, 1993
Grant Date -
N/A
app pub date -
Jan 3, 1991
filing date -
Jan 3, 1991
priority date (Note) -
Expired
status (Latency Note)
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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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