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Contact Centre Research

Graph answering the question "In your contact centre, which age group are the easiest to motivate?" with the answers of 36%- 16 to 24 yrs, 40%- 25 to 34 years, 17%- 35 to 44yrs, 7%- 45yrs plus.

25–34 Year Olds are The Easiest Advisors to Motivate

Less Than 20% of Contact Centres Calculate Customer Effort

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

The Average Customer Lifetime Value is over £1000

The Average Customer Churn Rate is 20%

The Average Agent/Team Leader Ratio is less than 10

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

10% of contact centres never schedule training

Most Contact Centre Managers Call Their Own Contact Centre Every Month

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

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

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

Most Customer Service Budgets are not Increasing

Graph showing responses to method of forecasting contact volumes

Almost Half of Contact Centres Still Forecast Contact Volumes Manually

Excel Remains an Ever-Popular Forecasting Tool

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

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

Only 8% of Contact Centres Survey Their Employees Monthly

86% of Contact Centres Crave Empathy and Rapport Building Skills

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

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

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

Process Failures are the Main Reason for Repeat Calls

Contact Centres Love Using Wallboards