Bonus Distribution for Employees of a Telephone Customer Service Department: A Case Study based on Pairwise Comparisons

Abstract

The present paper is devoted to the issue of bonus distribution in the Telephone Customer Service Department of a company providing digital services such as Internet telephony and Internet access. We are interested in the selection of employees who will receive a bonus for particularly good performance of their duties in the previous quarter. The criteria of assessment are: f1 - standardized assessment of conversations taking into account the number of conversations, f2 - sales, f3 - additional tasks. The proposed method of solving the problem is based on pairwise comparisons. The aim of this paper is to present the issue of the allocation of bonuses to employees of the company as a problem of multi-criteria decision making (MCDM) and solve it using AHP and PROMETHEE II methods.