65% of Senior Managers Have NEVER Taken a Call in the Contact Centre

A chart showing how often call centre management take calls

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Incredibly, using results from our poll that queried industry professionals, we found that as many as 65% of senior managers have never taken a call on the contact centre floor.

Whilst it is particularly worrying that these managers may be unsure of how to correctly support advisors, as they won’t have a full understanding of the role, some managers do make sure to do their bit on the floor. In fact, 12% of those asked said their senior managers had taken a call that week.

Poll – “When did senior management last take calls on the contact centre floor?” – answers

Past Week – 12%
Past Month – 8%
Past Year – 15%
They Never Have – 65%

Source: Call Centre Helper Webinar Poll – Building a Positive Culture in the Contact Centre Sample size – 89 Date: May 2016

Author
Megan Jones

Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.

She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.

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