Almost Half of Contact Centres Fail to “Top-Up” Agent Soft Skills

According to our poll, as many as 44% of contact centres fail to continuously help agents to improve their soft skills, with many of that percentage affirming that they NEVER aid their agents in this way.

However, on the flip side, a combined 35% do help “top-up” agent soft skill at least once every three months, with 5% doing so every week.

Poll – “How frequently do your agents receive soft-skills training after induction?” – answers

Weekly – 5%
Monthly – 16%
Quarterly – 14%
Annually – 21%
Seldom/ Never – 44%

Source: Call Centre Helper Webinar Poll – Webinar: The Best Ways to Improve Customer Satisfaction     Sample size – 186     Date: September 2015