72% of Contact Centres Allow Advisors to Take Ownership of a Problem Until its Resolved

According to our poll, almost three quarters of contact centres allow advisors to take personal responsibility for a customer’s issue, right up to its resolution.

Poll – “How empowered are your agents?” – answers

Spend as long as they like on the phone with the caller – 55%
Offer £10 compensation to the customer (without permission) – 25%
They can take ownership of a problem until it is resolved – 72%
They can choose their own shift patterns – 25%
They can provide instant feedback on their performance – 35%

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

Source: Call Centre Helper website webinar poll    Sample size – 103     Date: December 2012

Here is a link to the Webinar: How to make your agents more productive