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

A chart showing how often call centre management take calls

Published On: 17th Jun 2016 08:00 - Modified: 18th Sep 2019

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

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

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

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