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Contact Centre Research
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RECENT
POPULAR
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
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
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