ASSESSMENT OF BONUSES’ IMPACT ON TELEOPERATORS’ MOTIVATION
Keywords:
self-determination theory, expectancies theory, motivation at work, bonus, teleoperators, call centers, théorie de l’autodétermination, théorie des attentes, motivation au travail, primes d’objectifs, téléconseillers, centres d’appels.Abstract
The object of this article is to study the impact of the
bonus’ amount in the base salary on motivation.
This research presents two principal interests. Call
centers constitute an original research ground. The
monitoring of goals achievement is more frequent
than in other organizations. so, bonuses are
particularly important for individuals who are
working in such context. The validity of the results
should be reinforced. The second originality of this
study is the consideration of the variable “the bonus’
amount in the base salary”. In the majority of the
studies, bonus is not put in perspective to base
salary. In fact, this seems more relevant than the
presence/absence of bonus. The sample is composed
of one hundred eighteen teleoperators from seven
different call centers. This study by questionnaire
presents several results. motivation is higher when
there is no or almost no bonus (under 10%), and
when the bonus is upper than 31%. Consequently,
the relation between bonus’ amount in the base
salary and motivation is u-shaped. Other result: the
maximum of motivation is attained when bonus is
upper than 71%. so, managerial implication is that
bonus’ amount in the base salary must be higher
than 71%
