According to our poll, over a tenth of contact centres now allow their agents to set their own schedules, with a further 26% allowing agents to swap shifts without approval.
Whilst this can be seen as a great step for agent autonomy, 62% of contact centres do still target their agents against Average Handling Time, instead of monitoring it behind the scenes, or not at all.
Poll “How much Autonomy do your Agents have” – answers
Set their own schedules – 12%
Can swap shifts without approvals – 26%
Flexible benefits package – 32%
Able to give a £50 refund with no prior approval – 33%
No AHT targets – 38%
(Multiple answers were allowed during this poll, so the total does not add up to 100%.)
Source: Call Centre Helper webinar: How to Turn Agents Into Super Agents Sample size – 148 Date: October 2014