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

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