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
Author: Robyn Coppell
Published On: 24th Mar 2017 - Last modified: 18th Feb 2020
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