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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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
How-many-calls-do-you-monitor-per-agent-per-month
Most Contact Centres Monitor Less Than Six Calls Per Agent Every Month
A graph showing the answers to the question "Which is the most important measure of success for you" with the answers of 7%-customer effort score, 23%-first contact resolution, 47%-customer satisfaction, 11%-net promoter score, 12%- average handle time
Customer Satisfaction is Deemed the Most Important Measure of Success
How-confident-are-you-that-your-Contact-Centre-could-cope-with-a-significant-increase-in-call-volumes
Over 30% of Contact Centres Would Not be Confident in Handling a Rise in Call Volumes
Average Handling Time Poll
The Average Contact Centre Handling Time (AHT) is Between 5-9 Minutes
A graph showing the answers to the question "Which factor most affects your forecast accuracy" with the answers of 26%-the weather, 23%-mailings, 21%-marketing, 3%-disasters, 27%-call arrival patterns
Call Arrival Patterns has the Greatest Impact Upon Forecast Accuracy
How-much-background-noise-is-there-in-your-Call-Centre-Conversations
Most Contact Centres have lots of Background Noise in Conversations
Contact-Centre-or-Call-Centre
Most People Prefer the Name Contact Centre over Call Centre
What-software-do-you-use-for-forecasting
Spreadsheets do not Replace WFM for Forecasting
Have-you-ever-been-offered-voice-training
80% of Contact Centre Professionals Have Never Been Offered Voice Training
How-many-applications-do-your-agents-use-to-help-a-customer
Contact Centres are Asking Agents to Help Customers on More Than Ten Apps
 
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