Only 2% of Advisors Have Great Levels of Rapport and Empathy


According to our poll, only one in every 50 contact centres have advisors with great levels of rapport and empathy. Instead, the majority of those in the industry, 52%, believe that advisors in their contact centre vary considerably in levels of emotional intelligence.

Poll – “How Emotionally Intelligent is Your Contact Centre?” – answers

Great levels of rapport and empathy – 2%
Not very much – 5%
We try our best – 7%
Generally good but somewhat inconsistent – 34%
Varies considerably between advisors – 52%

Source: Call Centre Helper Webinar Poll – Webinar: Building Emotional Intelligence into the Contact Centre        Sample size – 67      Date: November 2016

Author: Robyn Coppell

Published On: 3rd Feb 2017 - Last modified: 25th Oct 2021
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