Most Contact Centre Agents are Multi-Skilled

The majority of contact centres have multi-skilled at least some of their agents.

Poll – “What percentage of your agents are multi-skilled?” – answers

Nearly All – 50%
Mostly – 30%
Some – 12%
Few/ none – 7%

Source: Call Centre Helper Survey – How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition)     Sample size – 350+      Date: March 2016