The way that we compensate our agents is through KPI metrics reporting that is specifically tuned on a client by client basis to the points that are important for you the client. An “Agent score card” is produced everyday automatically through our systems and is emailed out to the agents so that they know how well they how well they do.
Once a week they get a recap scorecard, for all those KPIs, and it determines their pay rate for that week which means they are completely incentivized. It’s transparent to the client from a financial perspective as we have a flat rate billing model and the client does not absorb the cost of the insensitive as it’s built into our pricing model. We use that model in order to drive performance because we know as a service provider that we way you are going to measure us is based on how well our agents do.