According to our poll, little over a quarter of agents are fully empowered to operate, within own discretion, to resolve a contact.
Poll – “Do Your Agents Feel Empowered to Resolve Contact?” – answers
Agents operate from defined scripts – 22%
Any changes require approval – 19%
Agents operate within boundaries – 55%
Agents can make small allowances for customer needs – 39%
Agents are empowered to operate within own discretion – 26%
(Multiple answers were allowed during this poll, so the total does not add up to 100%.)
Source: Call Centre Helper webinar: Improving First Contact Resolution Sample size – 148 Date: October 2014
Author: Megan Jones
Published On: 14th Jan 2015 - Last modified: 23rd Sep 2019
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