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Over Half of Contact Centres Have a Continuous Improvement System to Update Processes

Published On: 26th Aug 2016 08:00

According to our poll, 52% of contact centres have a system of continuous improvement in place.

Poll – “How often do you review and update your processes?” – answers

We have a system of continuous improvement in place – 52%
We try to do this at least once a month – 10%
Once every 6 months or so – 17%
Once a year – 12%
I don’t think we’ve ever sat down to review our processes – 9%

Source: Call Centre Helper Survey – How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition) Sample size – 350+ Date: March 2016

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

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