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Since it’s been established that being clever is no longer enough, Emotional Intelligence has become the measurement used by 56% of major companies in the United States.

Global organisations have increased sales by 13% in ten months, have improved customer service, and influenced the performance and behaviour of employees.

In a recent study carried out by T2uk measuring the five characteristics of EI – self-awareness, emotional management, self-motivation, relationship management and emotional coaching – some interesting gender differences arose in a sample of 900 males and females.

Females in contact centres in different parts of the UK seem to be more self-aware of their image, physical presence and energy levels; whilst males are more practical, logical and not so concerned about their feelings.

This has significant implications for the recruitment selection and training of call centre agents.

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