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Contact Centre Research

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25–34 Year Olds are The Easiest Advisors to Motivate

25–34 Year Olds are The Easiest Advisors to Motivate

Less Than 20% of Contact Centres Calculate Customer Effort

Less Than 20% of Contact Centres Calculate Customer Effort

The Average Contact Centre Cost per Call in 2016 is £3.64

The Average Contact Centre Cost per Call in 2016 is £3.64

The Average Customer Lifetime Value is over £1000

The Average Customer Lifetime Value is over £1000

The Average Customer Churn Rate is 20%

The Average Customer Churn Rate is 20%

The Average Agent/Team Leader Ratio is less than 10

The Average Agent/Team Leader Ratio is less than 10

20% of Contact Centres have a team to Respond Immediately to Complaints

20% of Contact Centres have a team to Respond…

10% of contact centres never schedule training

10% of contact centres never schedule training

Most Contact Centre Managers Call Their Own Contact Centre Every Month

Most Contact Centre Managers Call Their Own Contact…

Almost 20% of Contact Centre Mangers Problem Solve Once a Month

Almost 20% of Contact Centre Mangers Problem Solve Once…

38% of Industry Professionals Have NEVER Called Their Own Contact Centre

38% of Industry Professionals Have NEVER Called Their…

1 in 5 Contact Centres Have an Email Service Level of More Than One Day

1 in 5 Contact Centres Have an Email Service Level of…

Most Customer Service Budgets are not Increasing

Most Customer Service Budgets are not Increasing

Almost Half of Contact Centres Still Forecast Contact Volumes Manually

Almost Half of Contact Centres Still Forecast Contact…

Excel Remains an Ever-Popular Forecasting Tool

Excel Remains an Ever-Popular Forecasting Tool

46% of Contact Centres find it Very Difficult or Impossible to get Extra Budget

46% of Contact Centres find it Very Difficult or…

10-24% of Contact Volumes is Generally Made Up From Repeat Contacts

10-24% of Contact Volumes is Generally Made Up From…

Only 8% of Contact Centres Survey Their Employees Monthly

Only 8% of Contact Centres Survey Their Employees Monthly

86% of Contact Centres Crave Empathy and Rapport Building Skills

86% of Contact Centres Crave Empathy and Rapport…

It is Most Common for an Agent to Address the Caller as Mr/Mrs…

It is Most Common for an Agent to Address the Caller as…

Think Webchat is 30% Cheaper Than a Phone Call? Think Again

Think Webchat is 30% Cheaper Than a Phone Call? Think…

55% of Contact Centres Don’t Provide Agents With Customers’ Channel History

55% of Contact Centres Don’t Provide Agents With…

Process Failures are the Main Reason for Repeat Calls

Process Failures are the Main Reason for Repeat Calls

Contact Centres Love Using Wallboards

Contact Centres Love Using Wallboards

Key Questions to Help You Decide What to Automate

How Can Resource Planners Help Reduce Frontline Stress?

10 Steps to a Better CX Ambassador Programme

8×8 Wins Four Stevie Awards for Technology and Service

Content Guru Wins Two Cloud Excellence Awards

Webinar Replay: Are You Wasting Your CX Data’s Potential?

CX Landscape Report 2026

Upcoming Events

29th September 2026

Deployed Isn’t Done: Turning AI Investment into Customer Outcomes – Webinar

29th September 2026

2026 QATC Annual Conference

What The New Compliance Rules Mean For Your Contact Centre

Customers Still Want Email: Why AI Email Triage Beats Channel Deflection

Upcoming Webinars

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?