28% of contact centre agents are empowered to give £20 compensation to a customer without supervisor approval.
Poll – How empowered are your agents? – answers
Can talk as long as they want 63%
Can send a customer flowers 8%
Can give £20 compensation without supervisor approval 28%
Can flag a broken process 83%
Can fix a broken process 20%
Source: Call Centre Helper Webinar Poll Sample size – 78
Here is a link to the webinar: The DNA of a successful contact centre
Author: Jo Robinson
Published On: 7th Jun 2015 - Last modified: 23rd Sep 2019
Read more about - Archived Content
