Contact Centre Research

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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)
The Average Contact Centre Cost Per Call is £3.50
1 in 5 Contact Centres Could Covert 30%+ of Their Traffic to Self Service
Giving Recognition is the Best Way to Motivate Agents
How-many-web-chats-can-an-agent-handle-at-the-same-time
An Agent Can Handle No More Than 3 Webchats at the Same Time
A graph showing the answers to the question "Which KPIs do you measure" with the answers of 58%-first contact resolution, 48%-net promoter score, 18%-customer value, 15%- custoemr effort score, 71%- quality score
Quality Scores is the Most Measured Contact Centre KPI
What-is-your-most-effective-communication-channel
Phone is the Most Effective Communication Channel
What-is-the-greatest-challenge-faced-by-contact-centre-supervisors-and-managers
Absenteeism is a Big Problem for Contact Centre Supervisors
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-many-calls-do-you-monitor-per-agent-per-month
Most Contact Centres Monitor Less Than Six Calls Per Agent Every Month
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
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
Average Handling Time Poll
The Average Contact Centre Handling Time (AHT) is Between 5-9 Minutes
A graph showing the answers to the question "Which factor most affects your forecast accuracy" with the answers of 26%-the weather, 23%-mailings, 21%-marketing, 3%-disasters, 27%-call arrival patterns
Call Arrival Patterns has the Greatest Impact Upon Forecast Accuracy
How-much-background-noise-is-there-in-your-Call-Centre-Conversations
Most Contact Centres have lots of Background Noise in Conversations
Contact-Centre-or-Call-Centre
Most People Prefer the Name Contact Centre over Call Centre
What-software-do-you-use-for-forecasting
Spreadsheets do not Replace WFM for Forecasting
Have-you-ever-been-offered-voice-training
80% of Contact Centre Professionals Have Never Been Offered Voice Training
 
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