40% of Agents Don’t Feel Empowered

EvaluAgent has revealed that almost 40% of agents don’t feel empowered to resolve customer queries.

The most dreaded contact centres in the country were recently identified in a survey of more than 7,000 UK consumers. In response to this, EvaluAgent conducted their own survey of leading UK contact centres. Its findings reveal some of the key issues that undermine the customer experience and lead to contact centres becoming most dreaded, rather than celebrated.

Further insights from the survey include:

• 4 out of 5 team leaders feel agents are consistently failing to resolve customer queries
• Under a third of team leaders feel they can provide the coaching their agents need

To address the disconnect between contact centre agents and their team leaders, ‘The Essential Team Leader Playbook’ has been produced to give team leaders the knowledge to address the most common pitfalls in the modern contact centre.

“Team leaders will never have an easy task at hand, but what they do have is the opportunity to hone their trade and equip themselves with the right tools for the job,” said Jaime Scott, Managing Director at EvaluAgent. “Through a combination of communicating effectively with teams, empowering agents, and consistent coaching, team leaders can ensure they’re doing everything they can in order to meet the needs of their agents, the business, and the customer.”

Click here to download ‘The Essential Team Leader Playbook’