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