Organizations too often expose themselves to needless risk. This may be because they cannot demonstrate that they are compliant with laws and regulations or they may be unsure they are recruiting the right staff or training them properly. These critical business needs often prompt organizations to get more accurate data to inform better decisions.
The nine common problems identified in the report are:
1. concerns around health and safety practice: organizations that perform safety-critical tasks need to demonstrate robust health and safety practices to customers and regulators
2. failures to demonstrate compliance with internal procedures and external regulation: organizations need to demonstrate they are playing by the rules. Failure to do so adequately can result in significant fines
3. inconsistent customer service experience: organizations need to ensure they maintain standards and a consistency of experience as they grow
4. insufficient product knowledge: front-line staff must have a strong knowledge of the product in many sectors for reasons of both compliance and commercial success
5. inadequate quality of hire: eight out of ten recruiters admit to making a hiring mistake
6. training failing to make the necessary impact: many organizations agree on the importance of staff training. However, they lack the confidence that their training is being effective
7. lack of knowledge and confidence in the sales channel: even when staff are well trained on the products and services, doubts can exist about the quality of knowledge among dealers and distributors
8. failing to measure and recognize career development: staff retention is strengthened when team members have a strong sense of career development but measuring progress creates challenges
9. lack of trust in partners’ technical ability: organizations can lack confidence that their partner has the relevant technical knowledge to perform their function in the right way.
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