Articles - Polls

Explore our range of results from various polls, that represent the opinions of Call Centre Helper readers.

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Graph showing responses to method of forecasting contact volumes
Almost Half of Contact Centres Still Forecast Contact Volumes Manually
1 in 5 Contact Centres Have an Email Service Level of More Than One Day
How Do You Share the Call Centre With the Rest of the Company? poll cover
How Call Centres Are Being Shared With the Wider Company
The Average Customer Churn Rate is 20%
22 Survey Cover What Technology Do You Have in Your Contact Centre?
What Technology Is Being Used in Contact Centres?
Two people jumping with a chess board representing important skills
Survey Results: The Most Important Customer Service Skills
Top reason for attrition poll graph cover
Are Low Wages the Only Reason for High Attrition Rates?
What Impact Does Analytics Have on Your CX Strategy and Decision Making?
Analytics Is Most Promising for Identifying Pain Points and Root Cause
how often do you think that the notes agents take don't tell the story well enough?
Are Agent Notes Capturing the Full Story?
Think Webchat is 30% Cheaper Than a Phone Call? Think Again
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
The Average Contact Centre Cost Per Call is £3.50
What are the staffing levels like in your contact centre
Almost Two-Thirds of Contact Centres Understaffed
The Average Agent/Team Leader Ratio is less than 10
The Best Methods of Communication to Drive Employee Engagement
The Best Methods of Communication to Drive Employee Engagement
What Is Your Average Turnover Rate (Voluntary + Involuntary)? Featured Image
What Is Your Average Turnover Rate (Voluntary + Involuntary)?
2021 CCH Survey Results Knowledge Base Challenges
Survey Results: Knowledge Base Challenges
Soft Skills Gaps are More Important for Regular Training and Coaching
Soft Skills Gaps Are More Important for Regular Training and Coaching
Contact-Centre-or-Call-Centre
Most People Prefer the Name Contact Centre over Call Centre
22 Survey Graph To Create Your Metric Scores, How Frequently Do You Ask Customers to Complete a Post-Contact Survey?
How Often Do You Ask for a Post-Contact Survey?
How Many Knowledge Sources do Your Advisors Currently Use?
Only One in Ten Contact Centres Have a Single Knowledge Source
What is the Greatest Benefit of a Good Knowledge Base?
There Are Three Clear Knowledge Base Benefits
A graph depicting "Which CRM system do you use" 12% - Microsoft CRM Dynamics, 1% - Netsuite, 15% - Oracle, 9% - Salesforce, 6% - Right Now, 3% - Sugar CRM, 14% - SAP, 15% - In house, and 25% - Other
Contact Centres are Using a Wide Range of CRM Systems
How-many-knowledge-sources-do-your-agents-currently-use
Many Agents Can Use 4-5 Knowledge Bases When Supporting Customers
 
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