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

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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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