Call Centre Agents need supervisor approval to give compensation

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