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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46% of Contact Centres find it Very Difficult or Impossible to get Extra Budget
10-24% of Contact Volumes is Generally Made Up From Repeat Contacts
Only 8% of Contact Centres Survey Their Employees Monthly
86% of Contact Centres Crave Empathy and Rapport Building Skills
It is Most Common for an Agent to Address the Caller as Mr/Mrs…
Think Webchat is 30% Cheaper Than a Phone Call? Think Again
55% of Contact Centres Don’t Provide Agents With Customers’ Channel History
Process Failures are the Main Reason for Repeat Calls
Contact Centres Love Using Wallboards
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
 
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