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

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