86% of Contact Centres Crave Empathy and Rapport Building Skills

857

According to our poll, empathy and product knowledge are the most sought-after skills in the contact centre industry.

Poll – “What skills are we looking for in our agents?” – answers

Product Knowledge – 78%
Friendliness – 58%
Empathy/ Rapport Building – 86%
Spelling and Grammar – 22%
Speed – 42%

Source: Call Centre Helper Webinar – Making Customers Lives Easier     Sample size – 84     Date: October 2015

Author: Megan Jones

Published On: 10th Feb 2016 - Last modified: 26th Oct 2021
Read more about - Contact Centre Research, , ,

Follow Us on LinkedIn

Recommended Articles

A photo of smiling contact centre advisor making a point
Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge
woman embracing sweetly her dog while looking the view
An Action Plan for Customer Empathy
Rapport Building With Angry Customers – With Examples
Best Tips, Phrases and Words to Use for Building Rapport
Best Tips, Phrases and Words to Use for Building Rapport
1 Comment
  • Thank you for sharing this useful insight

    Anthony Thomson 15 Feb at 21:40