Most agents can visit another department to resolve a customer issue

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