According to our poll, only the minority of contact centres allow agents to hang up on angry customers almost immediately.
Poll – Do you allow your agents to hang up on angry customers? – answers
- Yes, but they have to try to reason with the customer first – 34%
- No, angry customers are passed through to a supervisor – 38%
- No, they have to wait for the customer to hang up – 22%
- Yes, almost immediately if the customer is being unreasonable – 6%
Source: Call Centre Helper Website Poll – Sample size – 729 Date: Oct 2015