Absence Is the Biggest Impact of Demotivated Agents

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According to our poll, the biggest impact of demotivated agents on the contact centre is the effect they have on absence rates, with that option receiving 39% of the overall vote.

However, this was not the most popular answer by a large margin, as customer complaints received a large proportion of the votes also, with 33%.

Poll – “What are the biggest impacts of demotivated agents?” – answers

Absence – 39%
Customer Complaints – 33%
Attrition – 14%
After-Call Work – 9%
Long AHT – 5%

Source: Call Centre Helper Webinar Poll – Motivating Agents to Deliver Better Customer Outcomes Sample size – 107 Date: February 2017

Author
Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

Connect with Robyn on LinkedIn

Absence Is the Biggest Impact of Demotivated Agents

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