Incredibly, using results from our poll that queried industry professionals, we found that as many as 65% of senior managers have never taken a call on the contact centre floor.
Whilst it is particularly worrying that these managers may be unsure of how to correctly support advisors, as they won’t have a full understanding of the role, some managers do make sure to do their bit on the floor. In fact, 12% of those asked said their senior managers had taken a call that week.
Poll – “When did senior management last take calls on the contact centre floor?” – answers
- Past Week – 12%
- Past Month – 8%
- Past Year – 15%
- They Never Have – 65%
Source: Call Centre Helper Webinar Poll – Building a Positive Culture in the Contact Centre Sample size – 89 Date: May 2016