Productivity Suffers as Employees Struggle to get Internal Info

October 9, 20194min

UK employees are wasting two hours each week trying to track down the right information internally, which is in turn impacting the quality of customer service they deliver.

That is the findings from new research by 8×8, which quizzed 2,000 employees in mid-market and enterprise organisations. The study looks into how work is carried out and uncovers the communications challenges that fast-growing organisations face.

The main reason productivity suffers is because 29 percent of people can’t find the information they need to do their jobs effectively on the systems they use.

Fourteen percent said they are not able to locate the right expert internally, while 17 percent say they are held back by information not being shared in a central place.

Employees also say that a few experts within their organisation hold most of the information about the company (63 percent) but they can’t always contact them.

This is impacting customer service teams in particular, with at least two different people required internally to get the right information to answer a single query. This means it takes them longer to answer customer queries (50 percent) and the quality of service falls (52 percent).

Not being able to access the right information has impacted businesses in a variety of ways. Thirty-four percent of employees said they are working longer hours to complete their tasks, while 34 percent reported a ‘slow’ resolution of problems. Inaccurate information was also used, according to 24 percent.

The data was also analysed by age group and organisation size. When asked what channel they would respond most quickly to, millennial workers said email (39 percent), followed by phone (35 percent) and online chat such as Slack (nine percent), but baby boomers preferred phone (50 percent) followed by email (31 percent).

Those in large organisations say the problem has gotten worse as they’ve grown. Almost half of employees (43 percent) say it has become more difficult to reach the right experts internally as the business has scaled.

Collaboration technology makes it possible for expert knowledge to be open to all staff at any time – 71 percent say that this type of tech would help them do their job more efficiently.

Lisa Clark, VP Product Management, Contact Centre at 8×8, said: “Typically, a small portion of a company’s staff holds the majority of the expertise. This isn’t an issue when these employees are available, but when this isn’t the case, staff and customers face potentially difficult situations.

“We can see that employees across organisations are struggling to complete everyday tasks and answer queries because they aren’t able to get the information they need. This is impacting productivity on a massive scale, as time is being wasted scrambling around for answers on systems that aren’t connected across a business.

“By using one cloud communications platform, teams and individuals can collaborate much more efficiently and all employees can access information faster – no matter what channel they use.”


Paul Ainsworth

Paul Ainsworth

Experienced Irish journalist and former newspaper editor now helming executive editorial duties with Customer Experience Magazine, the UK's premier online source for Customer Experience news, features, and opinion, along with its sister site, CXM World.




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