48% of contact centre agents work without Avergage Handling Time (AHT) targets.
Poll – “How Autonomous are your Agents?” – answers
Set their own schedules – 14%
Can swap shifts without approval – 38%
Can go visit another department to resolve a customer issue – 72%
Able to give a £50 refund with no prior approval – 21%
No AHT targets – 48%
Source: Call Centre Helper Webinar Poll – Webinar: How to Really Empower your Agents Sample size – 75 Date: May 2016
Author: Megan Jones
Published On: 3rd Jun 2016 - Last modified: 18th Feb 2020
Read more about - Archived Content, Average Handling Time (AHT)
