Nearly Three Fifths of Contact Centres Incentivise “Going the Extra Mile”

1271

According to our poll, 59% of contact centres now incentivise “going the extra mile”, to reward advisors who do everything in their power to strengthen the customer experience.

This is now the third most incentivised behaviour in the contact centre, only behind “Customer Service” (86%) and “Quality Scores” (71%).

Poll – “What behaviours do you incentivise in your Contact Centre?” – answers

Customer Service – 86%
Quality Scores – 71%
Going the Extra Mile -59%
Teamwork – 43%
Sales – 22%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper Webinar: Incentives that Work Sample size – 91 Date: April 2017

Author
Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

Connect with Robyn on LinkedIn

Nearly Three Fifths of Contact Centres Incentivise “Going the Extra Mile”

Share...

See more:

Your Next Read