Now in its 9th year, ContactBabel’s annual UK contact centre research programme is looking for 200+ UK contact centres to complete its online questionnaire.
The survey is open to all UK-based contact centres with more than 10 agent positions, whether inbound or outbound, commercial or public sector.
“The 2011 UK Contact Centre Decision-Makers’ Guide” investigates all elements of a contact centre, from salaries and attrition rates, to technology usage and performance benchmarks. Last year’s report found the recession had seen a 440% increase in the rate of complaints to banks about their business processes; a bottoming-out of the staff attrition rate at 16%, signalling an upturn; an average rise in contact centre managers’ salaries of over £1,000; and the finding that more than 1 in 10 inbound interactions is now done by email. The 2010 report is still available, free of charge from www.contactbabel.com
This year, the report’s in-depth sections on HR and Operational Benchmarking will be charged at £250 + VAT. However, respondents to the 2011 survey will receive the whole report free by participating in the 100% confidential research programme.
To request a survey, please visit: http://www.keysurvey.co.uk/survey/369843/8d50/
Please note, the deadline for completing the questionnaire is Friday 15th July 2011 and the report will be available in Autumn.