Contact Centre Research

How-confident-are-you-that-your-Contact-Centre-could-cope-with-a-significant-increase-in-call-volumes
Over 30% of Contact Centres Would Not be Confident in Handling a Rise in Call Volumes
A graph showing the answers to the question "Which KPIs do you measure" with the answers of 58%-first contact resolution, 48%-net promoter score, 18%-customer value, 15%- custoemr effort score, 71%- quality score
Quality Scores is the Most Measured Contact Centre KPI
A graph depicting "Which CRM system do you use" 12% - Microsoft CRM Dynamics, 1% - Netsuite, 15% - Oracle, 9% - Salesforce, 6% - Right Now, 3% - Sugar CRM, 14% - SAP, 15% - In house, and 25% - Other
Contact Centres are Using a Wide Range of CRM Systems
The Average Contact Centre Cost per Call in 2016 is £3.64
It is Most Common for an Agent to Address the Caller as Mr/Mrs…
Over a Quarter of Customer Contacts are Low Quality
Only 8% of Contact Centres Survey Their Employees Monthly
Card Security is Dealt with Pause and Resume Call Recordings
2017 survey report
White Paper (2017 Edition): What Contact Centres Are Doing Right Now
Average Handling Time Poll
The Average Contact Centre Handling Time (AHT) is Between 5-9 Minutes
86% of Contact Centres Crave Empathy and Rapport Building Skills
Most Contact Centre Managers Call Their Own Contact Centre Every Month
1 in 5 Contact Centres Have an Email Service Level of More Than One Day
47% of Contact Centres use Average Handling Time (AHT) to Target Agents
10% of contact centres never schedule training
Most Contact Centres Do Not Measure Emotion in Their Metrics
More Than Half of Contact Centres Are Looking to Deploy Speech Analytics
A photo of a happy person reading a report
New Survey Reveals Surprising Insights Into the Contact Centre Industry
The Majority of Contact Centres Handle Their Calls Within Ten Minutes
Contact Centres Aren’t Adapting Self-Service Systems After Installation
What-software-do-you-use-for-forecasting
Spreadsheets do not Replace WFM for Forecasting
How-many-applications-do-your-agents-use-to-help-a-customer
Contact Centres are Asking Agents to Help Customers on More Than Ten Apps
How-much-background-noise-is-there-in-your-Call-Centre-Conversations
Most Contact Centres have lots of Background Noise in Conversations
2015 survey report
White Paper: What Contact Centres Are Doing Right Now (2015 Edition)
 
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