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CSR Bonus at CapTech
Baucells, Manel; Ellis, Shawn Case QA-0918 / Published October 12, 2020 / 3 pages.
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Product Overview

This case follows Anisha Anderson, who has had three of her customer service representatives (CSRs) quit. Her job is to think about how she can adjust the CSR training and bonus program to promote retention in the department, which has been a cause of concern for a while.


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  • Overview

    This case follows Anisha Anderson, who has had three of her customer service representatives (CSRs) quit. Her job is to think about how she can adjust the CSR training and bonus program to promote retention in the department, which has been a cause of concern for a while.

  • Learning Objectives