55% of Contact Centres Have Mainly Multi-Skilled Advisors

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According to our poll, most contact centres, 55% of them, hire or train most of their advisors to be multi skilled.

Poll – Do You Multi Skill People in the Contact Centre? – answers

Mainly single skill – 4%
Partially multi-skilled – 28%
Mainly multi-skilled – 55%
Some blending voice calls and emails/ chat – 34%
All multi channel contact is blended – 14%

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

Source: Call Centre Helper webinar: ALL NEW 30 Contact Centre Tips Sample size – 198 Date: May 2014

Author
Jo Robinson

Jo Robinson has worked at Call Center Helper since 2007. She started off as News Editor and is currently Operations Manager. Jo quality checks a large number of the articles on Call Centre Helper, along with caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn

55% of Contact Centres Have Mainly Multi-Skilled Advisors

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