Contact Centre Research

86% of Contact Centres Crave Empathy and Rapport Building Skills

Published On: 10th Feb 2016 10:10 - Modified: 19th Jan 2026

According to our poll, empathy and product knowledge are the most sought-after skills in the contact centre industry.

Poll – “What skills are we looking for in our agents?” – answers

Product Knowledge – 78%
Friendliness – 58%
Empathy/ Rapport Building – 86%
Spelling and Grammar – 22%
Speed – 42%

Source: Call Centre Helper Webinar – Making Customers Lives Easier Sample size – 84 Date: October 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.

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86% of Contact Centres Crave Empathy and Rapport Building Skills

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