🇦🇺Australia
Customer Compensation from Incentive Misalignments
3 verified sources
Definition
Incentive structures prioritizing speed metrics over resolution lead to increased customer complaints and compensation.
Key Findings
- Financial Impact: 2-5% of revenue in refunds/churn (AUD 100,000+ annually for AUD 5M centre)
- Frequency: Per poor interaction cycle
- Root Cause: Misaligned incentives on AHT vs FCR/quality scores without automation
Why This Matters
The Pitch: Call centres in Australia 🇦🇺 pay AUD 2-5% revenue in refunds from poor resolutions. Balanced automated incentives fix this.
Affected Stakeholders
Agents, Customer Service Managers, Compliance
Deep Analysis (Premium)
Financial Impact
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Current Workarounds
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Methodology & Sources
Data collected via OSINT from regulatory filings, industry audits, and verified case studies.
Related Business Risks
Incentive Calculation Overtime Costs
AUD 5,000-10,000/month in overtime for mid-sized centres (based on 20-40 hours at AUD 50/hour)
Agent Incentive Fraud Losses
1-3% of annual payroll (AUD 50,000+ for 100-agent centre at AUD 60k avg salary)
Poor Hiring from Faulty Performance Data
AUD 15,000-25,000 per agent turnover (recruitment + training + lost productivity)
Überstundenkosten durch fehlerhafte Personaleinsatzplanung
Quantified (logic-based): 1 vermeidbare Überstunde pro Agent und Woche in einem 100‑Agenten-Callcenter verursacht ca. AUD 208.000 p.a.; realistische Einsparung durch bessere Planung: AUD 50.000–150.000 p.a.
Kapazitätsverlust durch mangelhafte Adherence-Überwachung
Quantified (logic-based): 5–10 % unproduktive Agentenzeit in einem 100‑Agenten-Callcenter à 1.600 Stunden/Jahr und AUD 40/h entsprechen ca. AUD 320.000–640.000 p.a. an bezahlter, aber ungenutzter Kapazität.
Umsatzverlust durch lange Wartezeiten und verpasste Anrufe
Quantified (logic-based): Bei 500.000 eingehenden Anrufen p.a., 3 % zusätzlicher Abbruchrate und AUD 20 durchschnittlichem Umsatz pro Kontakt: ca. AUD 300.000 entgangener Umsatz pro Jahr.
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