Articles - Research

Our original research offers a clear picture of what is really happening inside contact centres. This collection features exclusive surveys, industry reports, and data-driven analysis created by the Call Centre Helper team and our expert contributors. Explore findings on key topics such as customer experience, workforce management, technology, and employee engagement. Each report reveals actionable insights, benchmarks, and trends that can help you make better strategic decisions and stay ahead of industry change.

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On Average How Long do Your Callers Wait Before Abandoning?
Customer Patience Appears to Be at an All-Time Low
Quality Assurance (QA) Chapter Cover 2023
How Well Are Contact Centres Managing Quality Assurance?
Row of robots working in a call centre
Contact Centre AI – The Truth Revealed
2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
Contact Centre Metrics: 2020 Survey Results
Should a Customer Leaving a Voicemail Message Count as an Abandoned Call?
Debate Rages On About Whether Voicemails Count as Abandoned Calls
Any contact centre leaders here notice their workers have trouble accessing knowledge for work, especially in a hybrid/remote workplace?
Agents Have Trouble Accessing Knowledge for Work
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
Poll Graph Cover - how many emails per agent per hour
15% of Contact Centres Expect Agents to Handle More Than 11 Emails per Hour
Graph answering the question "In your contact centre, which age group are the easiest to motivate?" with the answers of 36%- 16 to 24 yrs, 40%- 25 to 34 years, 17%- 35 to 44yrs, 7%- 45yrs plus.
25–34 Year Olds are The Easiest Advisors to Motivate
2021 CCH Survey Results Headsets Chapter
Contact Centre Headsets: Survey Results
2022 What Contact Centres Are Doing Right Now Shift Patterns Graph Cover
Which Shifts Are Contact Centres Using?
22 Survey Cover What Initiatives Do You Currently Have in the Contact Centre?
What Initiatives Are Contact Centres Using?
22 Survey Cover On Average, How Often do Your Home Workers Work From Home?
How Popular Is Working From Home?
Wellbeing and DE&I Questions Cover from General Section of 2023 Survey
Industry Stepping Up With Wellbeing and DE&I Strategies
‘Is sexual harassment of call centre operatives (from callers) a big issue?’ poll cover
Shocking Number of Agents Being Sexually Harassed by Callers
2020 autumn survey report
2020 Survey Report: What Contact Centres Are Doing Right Now
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
2019 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
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
2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
Customer Experience in Contact Centres: 2020 Survey Results
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
 
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