Nearly half of UK contact centre agents feel undervalued

PRESS RELEASE: May saw the most dreaded contact centres in the country identified in a survey of more than 7,000 UK consumers. With ever-changing customer expectations to uphold, and increasing pressure from businesses to deliver value – UK contact centres are facing more challenges than ever.

EvaluAgent, leader in contact centre workforce optimisation, recently conducted a survey of over 15 leading UK contact centres. Its findings reveal some of the key issues that undermine the customer experience, and lead to contact centres becoming most dreaded, rather than celebrated.

Some insights from the survey include:

• Almost 40% of agents don’t feel empowered to resolve customer queries
• 4/5 Team Leaders feel agents are consistently failing to resolve customer queries
• Under a third of Team Leaders feel they can provide the coaching their agents need

To address the disconnect between contact centre agents and their Team Leaders, EvaluAgent has produced ‘The Essential Team Leader Playbook’ in order to give Team Leaders the knowledge to address the most common pitfalls in the modern contact centre.

Jaime Scott, Managing Director at EvaluAgent comments, “Team Leaders will never have an easy task at hand, but what they do have is the opportunity to hone their trade and equip themselves with the right tools for the job. Through a combination of communicating effectively with teams, empowering agents, and consistent coaching, Team Leaders can ensure they’re doing everything they can in order to meet the needs of their agents, the business, and the customer.”

‘The Essential Team Leader Playbook’ can be found here.