72% of Contact Centres Allow Advisors to Take Ownership of a Problem Until its Resolved

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According to our poll, almost three quarters of contact centres allow advisors to take personal responsibility for a customer’s issue, right up to its resolution.

Poll – “How empowered are your agents?” – answers

Spend as long as they like on the phone with the caller – 55%
Offer £10 compensation to the customer (without permission) – 25%
They can take ownership of a problem until it is resolved – 72%
They can choose their own shift patterns – 25%
They can provide instant feedback on their performance – 35%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper website webinar poll Sample size – 103 Date: December 2012

Here is a link to the Webinar: How to make your agents more productive

Author
Jonty Pearce

Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.

He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.

He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."

Connect with Jonty on LinkedIn

72% of Contact Centres Allow Advisors to Take Ownership of a Problem Until its Resolved

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