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

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