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Agents need help answering 10% of queries

More than ten per cent of all telephone inquiries handled by contact centre agents require assistance from workers in other departments, according to research.

This figure covers instances where customers are placed on-hold while agents and supervisors glean specific answers from knowledge workers, and instances when customer calls are transferred to these experts.

Supervisors and agents aren’t reaching out to one particular function for support; they are asking for help from a multitude of subject matter experts across the enterprise:

The survey, conducted by Aspect revealed the following findings:

• 25 per cent of the time, they are seeking assistance on technical details

• 25 per cent of the time, they get help from financial, insurance or casualty experts

• 50 per cent of the time they require support from upper management, sales and collections and a variety of other departments

Originally published in eCCF

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