36% Of Call Centre Agents Have Been Threatened With Violence: Study

As many as 36 per cent of call centre agents have been threatened with violence while 21 per cent of female call centre agents have been sexually harassed by customers, according to a study released on Friday. Not only this, 81 per cent of the agents have experienced customer abuse, while 41 per cent of agents want AI to tackle complex calls and 40 per cent of agents fear AI will take away their jobs, according to ASAPP, the artificial intelligence (AI) research-driven company, which has published the report, CX: The Human Factor.