In a recent poll, we found that absenteeism was the greatest difficulty for contact centre supervisors and managers to overcome, with 29% of the vote.
However, it was only marginally ‘in-front’ as it was closely followed by keeping the right agents and the struggle to consistently hire the right agents, each receiving 25% of the votes cast.
What is the greatest challenge faced by contact centre supervisors/managers?
Answers
- Absenteeism? – 29%
- Too much time spent on performance mgmt? – 16%
- Consistently hiring the right agents? – 25%
- Keeping the right agents? – 25%
- Poor training pass rates? – 3%
Source: Call Centre and Contact Centre Community Linkedin group poll Sample size – 31 Date: September 2013
