I've worked at call centers. Tip one, only hire licensed agents. If you have unlicensed agents taking calls, you will have to tip-toe around regulations. If you offer to pay unlicensed people to get licensed, most will only stick around long enough to get their license and leave. Tip two, if you offer a performance bonus, you better be prepared to stick with that bonus structure even if it turns out to be bad for business. Reps hate working for a bonus only to have that bonus structure pulled away from them. Tip three, have software that can monitor call metrics. If you can't monitor the performance of your employees, a few bad apples will take advantage of the situation.
