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

Sandrine Hollet-Haudebert (), Christophe Fournier () and Fanny-Juliet Poujol ()
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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

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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.

Keywords: Call Center; Career Opportunity; Monetary Reward; Salary Increase; Sales Management (search for similar items in EconPapers)
Date: 2015
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Published in Proceedings of the 2010 Academy of Marketing Science (AMS) Annual Conference, 2015, Portland, United States. pp.276-280

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-02015973

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