Do you have specialist agents or generalists

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Do you have specialist agents or generalists
I'm trying to understand what % of call centres have specialist agent teams vs generalist agents that cover all products / services. I'm specifically looking into sales teams that take inbound calls.


Call Centre Helper

Generally a combination of both
It works well to have a combination of both, with an escalation path to the higher level. But it all depends upon training.

Start listening to inbound calls and see where the gaps lie.

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