12% of Contact Centres Allow Agents to Set Their Own Schedules 524 Filed under - Archived Content, Empowering Agents, Polls 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 Author: Megan Jones Published On: 10th Dec 2014 - Last modified: 18th Sep 2019 Read more about - Archived Content, Empowering Agents, Polls Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter