Why Sales Calls Fail

Most contact center agent mistakes results from human error, not lack of training, research shows.

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%).
Lorri Freifeld is the editor/publisher of Training magazine. She writes on a number of topics, including talent management, training technology, and leadership development. She spearheads two awards programs: the Training Top 100 and Emerging Training Leaders.