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24% of Contact Centres Ensure That ALL Staff Members are Multi-Skilled

4.Do-you-do-multi-skilling-in-your-contact-centre

Published On: 2nd Jul 2013 10:08 - Modified: 18th Feb 2020

According to our poll, almost a quarter of contact centres make certain that all of their agents are multi-skilled, with a further 38% containing mostly multi-skilled agents.

Poll – Do you do multi-skilling in your contact centre? – answers

No – 5%
No, but we are planning it – 4%
Some people are Multi-skilled – 27%
Most people are Multi-skilled – 38%
Everyone is multi-skilled – 24%

Source: Call Centre Helper webinar: Forecasting and planning a multi-skilled workforce Sample size – 151 Date: February 2013

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

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