Human error—not lack of training—is the most common reason for contact center agent mistakes, according to conversation intelligence company Balto’s report, Why Agents Fail: A Contact Center Survey for Understanding Mistakes During Calls. The report revealed:
- 66% of agents reported that the primary reason they make mistakes on a call is human error, including forgetfulness, nerves, and boredom. Almost one-quarter of agents said they forgot the right things to say.
- 83% of agents said company-provided training is their most helpful training tool.
- Agents were twice more likely to attribute their mistakes to forgetting (24%) than lack of training (12%).
