Providing the Call Center Agents with a choice between cash, merchandise and travel significantly increased job satisfaction. At the start of the program test period, both groups of sales reps had statistically similar average ratings for job satisfaction; however, at the incentive program test period, the test group had a significantly higher average job satisfaction rating. April was the first month where there was a difference in the percentage of reps in the test group vs. the control group who qualified for an incentive.
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