Contact Centre Research

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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
Most Contact Centres Support Multiple Languages
The Majority of Contact Centres Handle Their Calls Within Ten Minutes
Average Handling Time is not an Agent Target in 41% of Contact Centres
Card Security is Dealt with Pause and Resume Call Recordings
A graph illustrating How First Contact Resolution is Measured: 39% don't measure it, 13% use a post call survey, 15% measure repeat contact reasons in crm, 24% ask the customer, 28% have no repeat calls in a given time frame
Over 60% of Contact Centres Measure First Call Resolution
2014 survey report
What Contact Centres Are Doing Right Now (2014 Edition)
 
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