Contact Centre Research

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RECENT
POPULAR
Average Handling Time Poll
The Average Contact Centre Handling Time (AHT) is Between 5-9 Minutes
20.What-challenges-do-you-face-in-improving-Quality-Monitoring-and-Performance-Management
Contact Centres Struggle to Measure Quality Monitoring Correctly
Multi-skill-or-single-skill
Multi-skill Best for Contact Centres
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 is the most important measure of success for you" with the answers of 7%-customer effort score, 23%-first contact resolution, 47%-customer satisfaction, 11%-net promoter score, 12%- average handle time
Customer Satisfaction is Deemed the Most Important Measure of Success
What-is-the-greatest-challenge-faced-by-contact-centre-supervisors-and-managers
Absenteeism is a Big Problem for Contact Centre Supervisors
What-is-your-most-effective-communication-channel
Phone is the Most Effective Communication Channel
Giving Recognition is the Best Way to Motivate Agents
1 in 5 Contact Centres Could Covert 30%+ of Their Traffic to Self Service
Contact Centres Love Using Wallboards
Card Security is Dealt with Pause and Resume Call Recordings
It is Most Common for an Agent to Address the Caller as Mr/Mrs…
Average Handling Time is not an Agent Target in 41% of Contact Centres
Most Contact Centres Support Multiple Languages
2015 survey report
White Paper: What Contact Centres Are Doing Right Now (2015 Edition)
55% of Contact Centres Don’t Provide Agents With Customers’ Channel History
Only 8% of Contact Centres Survey Their Employees Monthly
10-24% of Contact Volumes is Generally Made Up From Repeat Contacts
46% of Contact Centres find it Very Difficult or Impossible to get Extra Budget
Excel Remains an Ever-Popular Forecasting Tool
Most Customer Service Budgets are not Increasing
38% of Industry Professionals Have NEVER Called Their Own Contact Centre
Almost 20% of Contact Centre Mangers Problem Solve Once a Month
Most Contact Centre Managers Call Their Own Contact Centre Every Month
 
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