New research has revealed that 44% of contact centre organisations believe that half of their employees are not motivated by the idea of excellent customer service.
Additionally, Cognito’s survey of over 200 operations, IT and service Directors revealed that 17% believe that their staff are completely unmotivated by idea of customer service.
But, perhaps an indicator of the findings, the research also showed that just 14% of organisations have a system in place that measures employees based on their customer service performance.
Only 8% of those surveyed admitted they could calculate the ROI of their investment in customer service with total accuracy, whilst 49% could give a rough estimate.
Jonathan Chevallier, strategic development director at Cognito, said: “We have seen that poor executive sponsorship and leadership generally leads to inconsistency in an organisation’s customer service. Engaging the employee in a service excellence culture is vital, from top to bottom, as are tools and methodologies for keeping it monitored and at a high standard at all times.”