TopN AnalyticsA Rules-Based Weekly Incentive Engine for a Multi-Tier Telecalling Workforce
A leading pan-India fleet management company operating a multi-tier telecalling and onboarding workforce.
Where things stood
A fleet company's telecalling and onboarding-agent workforce is compensated based on how many driver conversions they generate each week, across multiple business lines (standard leasing, drive-to-own, EV, revenue-share) with different rates, team-level bonus tiers, and qualifying rules — such as a minimum average talk-time to unlock certain rates, or a reduced payout for agents with zero EV conversions in a week.
Calculating this correctly by hand, every week, across every agent and business line, is a significant and error-prone undertaking, and any change to the underlying rate or bonus structure risks breaking whatever process was in place.
What we built
A PostgreSQL analytics warehouse (call activity, referral data, security-deposit records) feeds a rules-engine computation layer, producing weekly per-agent incentive tables split by pre/post rate-structure cutover and by agent type.
How it works
TopN Analytics built an automated weekly incentive engine that looks up the correct rate for each agent's conversions by business line, applies documented qualifying rules, and computes a team-level bonus tier based on each city's aggregate conversion rate that week.
When the underlying rate structure was redesigned to price incentives by the referred driver's security-deposit amount rather than a flat rate, the engine was rebuilt to support both the pre- and post-redesign logic side by side, plus a separate calculation track for onboarding agents, whose incentive is based on the conversion rate from an initial token to a paid security deposit.
What we delivered and learned
The incentive logic reads directly from the referral-attribution fact table and the CRM call-history data used elsewhere in this portfolio — connecting workforce compensation directly to the same underlying data used for recruitment and referral reporting, rather than a separate, disconnected payroll process.
What it's built on
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