Over half of contact centre agents aren’t empowered to offer a refund or send an apology gift without escalating the call to a supervisor.
Poll – “Are your agents empowered to offer a refund or send an apology gift without escalating the call to a supervisor?” – answers
Can refund more than £20 – 15%
Can refund less than £20 – 20%
Working on it – 13%
No – 52%
Source: Call Centre Helper Survey – How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition) Sample size – 350+ Date: March 2016
Author: Megan Jones
Published On: 29th Jul 2016 - Last modified: 23rd Sep 2019
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