Most Contact Centre Agents are not Empowered

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