38% of Contact Centres are Yet to Begin a Customer Journey Mapping Project

Once a key staple in the majority of practices, Average Handle Time (AHT) is now only heavily relied upon by just 38% of contact centres.

In fact, the participants in our poll viewed total sales  made/ revenue per hour and Right Patry Contact to have a greater impact on their premises than AHT.

Poll – “What KPIs Do You Rely on Most” – answers
Total sales made/ Revenue Per Hour – 58%
Right Party Contacts – 69%
Percentage utilisation – 32%
Adherence to dialler schedule – 18%
Average Handling Time – 38%

Source: Call Centre Helper webinar poll – webinar: 7 ideas to improve your Outbound Dialling   Sample size – 127    Date: March 2014