55% of Contact Centres Have Mainly Multi-Skilled Advisors

According to our poll, most contact centres, 55% of them, hire or train most of their advisors to be multi skilled.

Poll – Do You Multi Skill People in the Contact Centre? – answers

Mainly single skill – 4%
Partially multi-skilled – 28%
Mainly multi-skilled – 55%
Some blending voice calls and emails/ chat – 34%
All multi channel contact is blended – 14%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper webinar: ALL NEW 30 Contact Centre Tips     Sample size – 198     Date: May 2014