65% of Senior Managers Have NEVER Taken a Call in the Contact Centre

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