Contact Centre Research

Only 2% of Advisors Have Great Levels of Rapport and Empathy

Published On: 6th Aug 2026 08:00

According to our poll, only one in every 50 contact centres have advisors with great levels of rapport and empathy. Instead, the majority of those in the industry, 52%, believe that advisors in their contact centre vary considerably in levels of emotional intelligence.

Poll – “How Emotionally Intelligent is Your Contact Centre?” – answers

Great levels of rapport and empathy – 2%
Not very much – 5%
We try our best – 7%
Generally good but somewhat inconsistent – 34%
Varies considerably between advisors – 52%

Source: Call Centre Helper Webinar Poll – Webinar: Building Emotional Intelligence into the Contact Centre Sample size – 67 Date: November 2016

Reviewed by: Robyn Coppell