Only 2% of Contact Centres Say Their 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