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Designing Sales Contests in Call Centers: Understand Telemarketers’ Preferences and Recommendations for Compensation

Author

Listed:
  • Sandrine Hollet-Haudebert

    (IRG - Institut de Recherche en Gestion - UPEM - Université Paris-Est Marne-la-Vallée - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12)

  • Christophe Fournier

    (MRM - Montpellier Research in Management - UPVM - Université Paul-Valéry - Montpellier 3 - UPVD - Université de Perpignan Via Domitia - Groupe Sup de Co Montpellier (GSCM) - Montpellier Business School - UM - Université de Montpellier)

  • Fanny-Juliet Poujol

    (MRM - Montpellier Research in Management - UPVM - Université Paul-Valéry - Montpellier 3 - UPVD - Université de Perpignan Via Domitia - Groupe Sup de Co Montpellier (GSCM) - Montpellier Business School - UM - Université de Montpellier)

Abstract

Sales contests are widely used by firms to motivate employees, reduce absenteeism and limit staff turnover. The objective here is to determine the reward preferences of call center employees in terms both of the type of sales contests and of rewards. We conduct an experiment and use the conjoint analysis method to measure employee preferences.

Suggested Citation

  • Sandrine Hollet-Haudebert & Christophe Fournier & Fanny-Juliet Poujol, 2015. "Designing Sales Contests in Call Centers: Understand Telemarketers’ Preferences and Recommendations for Compensation," Post-Print hal-02015973, HAL.
    • Handle: RePEc:hal:journl:hal-02015973
    as

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