COVID-19 UPDATE. Essential Reading - How to Prepare the Contact Centre for Coronavirus - Setting up a Contact Centre from Scratch - How to Deal with Increased Contact Volumes or our Coronavirus articles. You also may find it useful to find suppliers of Cloud Contact Centre Solutions, Homeworking or Headsets.

86% of Contact Centres Crave Empathy and Rapport Building Skills

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

Published On: 10th Feb 2016 - Last modified: 18th Sep 2019
Read more about - Industry Insights, , ,

1 Comment
  1. Thank you for sharing this useful insight

    Anthony Thomson 15 Feb at 9:40 pm
Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox.