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Most Contact Centre Agents are not Empowered

Published On: 29th Jul 2016 08:00 - Modified: 23rd Sep 2019

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

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

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