Archived Content

Less Than One in Every Five Contact Centres Have “Highly Engaged” Agents

Published On: 22nd Jul 2015 10:06 - Modified: 23rd Sep 2019

According to our poll, just 17% contact centre managers consider their agents to be highly engaged at work.

However, an additional 48% believed that their agents were engaged to some extent.

Poll – On a scale of 1 to 5 – How engaged are your agents? – answers

Very Disengaged – 1%
Slightly Disengaged – 12%
Neutral – 22%
Somewhat Engaged – 48%
Highly Engaged – 17%

Source: Call Centre Helper Webinar: 10 Clever Ways to Improve Call Centre Performance Sample size – 173 Date: March 2015

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

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