3. Describe the major issue presented in the case?

The major issue that presented in this case is the four major types of bonus program in the U.K. Call Centre. Nearly two thirds of U.K reported they offer at least one of four predominant types of incentives programs. Four Call Centre Bonus Approaches shows, bonus program that focus on individual performance are the most popular, followed by company-wide performance bonuses, team bonuses, and whole centre performance plans. Individual performance bonuses inspire is inspire by council with a monthly performance-based bonuses programs that offer top performer 100 ($145.5) and offer lower amounts down to a minimum payment of 5 ($7.56). The measurement applied include the call quality judged trough call assessment, attendance, not ready duration, quality of data entry, quality of the outcome of call logging and escalation. Second are individual and team performance bonuses. This type of bonus are redesigned its bonus program to address concerns that the previous plans rewarded customer service representative (CSRs) for the overall performance not their individual and team efforts. The new strategic award incentive compensation plans (SCRIPT) was designed to recognize, reward and motivate team leaders and CSRs so that greater levels of performance can be achieved or better the required performance. SCRIPT is based on performance against targets, or key focus areas (KFAs) which must be met by CSRs and team leaders, and which vary according to team function. Each KFA include threshold, target, and superior levels of performance. The quality of telephone CSRs is accessed via the following measures. Call fitness assessment (CFA), flippers, and complaints letters. Third are Individual and company bonuses. the PMS involves employee each agreeing to a number of defined individual targets for their area of work with their team leader, in this case of frontline customer services advisers (CSAs) or line manager for other grades. They can select up to four objectives, each involving a SMART (specific, measurement, achievable, relevant and time-limited) and a stretch target. SMART targets define a higher level of achievement for which (a) bonus can be earned, worth up to 4% base salary. Fourth are whole centre bonuses. Whole centre bonuses the plans goal that reinforce a performance culture, strengthen team culture, set clear objective, and give flexibility in bonus plan management. Pay is based on performance in three areas. There are Customer service, sales performance and abandoned-called hurdles. Another pay performance that include is incentives option. There are three type of pay that granted to employee. First is percentage of base salary, second is cash payment and last is rewards in kind.