Contact Centre Research

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

Published On: 2nd Jun 2017 08:00

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
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn

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

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