This measure calculates the average annual salary, excluding benefits, paid to agents/customer service representatives who directly handle contacts in the business entity. It is a Cost Effectiveness measure that helps companies understand all cost expenditures related to the process "develop and manage reward, recognition, and motivation programs."
Average agent salary
Cost effectiveness measures are those in which two related variables, one of which is the cost and one of which is the related outcome related to the expenditure are used to determine a particular metric value.
The metric value which represents the 50th percentile of a peer group. This could also be communicated as the metric value where half of the peer group sample shows lower performance than the expressed metric value or half of the peer group sample shows higher performance than the expressed metric value.