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

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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

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

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

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