Absence Is the Biggest Impact of Demotivated Agents

According to our poll, the biggest impact of demotivated agents on the contact centre is the effect they have on absence rates, with that option receiving 39% of the overall vote.

However, this was not the most popular answer by a large margin, as customer complaints received a large proportion of the votes also, with 33%.

Poll – “What are the biggest impacts of demotivated agents?” – answers

• Absence – 39%
• Customer Complaints – 33%
• Attrition – 14%
• After-Call Work – 9%
• Long AHT – 5%

Source: Call Centre Helper Webinar Poll – Motivating Agents to Deliver Better Customer Outcomes     Sample size – 107     Date: February 2017