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Most agents can visit another department to resolve a customer issue

Published On: 3rd Jun 2016 08:00

48% of contact centre agents work without Avergage Handling Time (AHT) targets.

Poll – “How Autonomous are your Agents?” – answers

Set their own schedules – 14%
Can swap shifts without approval – 38%
Can go visit another department to resolve a customer issue – 72%
Able to give a £50 refund with no prior approval – 21%
No AHT targets – 48%

Source: Call Centre Helper Webinar Poll – Webinar: How to Really Empower your Agents Sample size – 75 Date: May 2016

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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Most agents can visit another department to resolve a customer issue

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