Contact Centre Research

Contact Centres are Asking Agents to Help Customers on More Than Ten Apps

How-many-applications-do-your-agents-use-to-help-a-customer

Published On: 24th Mar 2012 10:08 - Modified: 19th Jan 2026

23% of contact centres ask agents to assist customers with over ten different apps. However, this wasn’t the most popular of the options presented, with 3-4 being the most common number of applications given to an agent for customer support in the industry.

Poll – “How many applications do your agents use to help a customer?” – answers

1-2: 20%
3-4: 29%
5-6: 18%
7-10: 9%
More than 10: 23%

Source: Call Centre Helper website reader poll Votes: 201 Date: March 2012

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

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Contact Centres are Asking Agents to Help Customers on More Than Ten Apps

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