Only 2% of Advisors Have Great Levels of Rapport and Empathy Related Articles 26 Great Techniques for Showing Real Empathy in Customer Service 15 Ways to Build Rapport With Customers Best Tips, Phrases and Words to Use for Building Rapport An Action Plan for Customer Empathy 662 Filed under - Contact Centre Research, Empathy, Polls, Rapport 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 Read more about - Contact Centre Research, Empathy, Polls, Rapport Recommended Articles 26 Great Techniques for Showing Real Empathy in Customer Service 15 Ways to Build Rapport With Customers Best Tips, Phrases and Words to Use for Building Rapport An Action Plan for Customer Empathy Related Reports Guide: Creating a Culture of Compassion in Retail Contact Centers Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter