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Case Study

Evaluating Compensation Systems in a Service Industry

A call center manager wants to improve the efficiency of their customer support team. The manager proposes switching from an hourly wage to a system where agents are paid a fixed amount for each customer call they handle. The goal is to encourage agents to resolve more customer issues per day.

Critique this proposed payment system. Based on your critique, would you recommend implementing it? Justify your recommendation by explaining at least one potential negative consequence and suggesting one specific feature you might add to the compensation plan to mitigate that consequence.

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Updated 2025-08-12

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