Archived Content

Almost Half of Contact Centres Fail to “Top-Up” Agent Soft Skills

Published On: 12th Jan 2016 10:08 - Modified: 18th Sep 2019

According to our poll, as many as 44% of contact centres fail to continuously help agents to improve their soft skills, with many of that percentage affirming that they NEVER aid their agents in this way.

However, on the flip side, a combined 35% do help “top-up” agent soft skill at least once every three months, with 5% doing so every week.

Poll – “How frequently do your agents receive soft-skills training after induction?” – answers

Weekly – 5%
Monthly – 16%
Quarterly – 14%
Annually – 21%
Seldom/ Never – 44%

Source: Call Centre Helper Webinar Poll – Webinar: The Best Ways to Improve Customer Satisfaction Sample size – 186 Date: September 2015

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

Connect with Megan on LinkedIn

Almost Half of Contact Centres Fail to “Top-Up” Agent Soft Skills

Topics:

Your Next Read