Patent ID: 8805717
Filing Date: 2014-08-12
Classification: G06Q

Abstract:
1. A computer method for managing performance of a customer service representative comprising the steps of: collecting quantitative data from customer contacts and storing the collected data from customer contacts by the processor in a computer database; collecting qualitative data from the service representative's performance and storing by the processor the qualitative data in a computer database; collecting quantitative data from the service representative's performance and storing by the processor the quantitative data in the computer database; generating by the processor a value of a quantitative performance score based on the quantitative data and a value of a qualitative performance score based on the qualitative data; and, paying the representative an incentive financial payout in accordance with 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.