Contact Centre Research

The Majority of Contact Centres Now Have a VoC Program

Published On: 10th Mar 2017 08:00 - Modified: 19th Jan 2026

During a recent webinar poll, we uncovered that 45% of contact centres now have emplaced a Voice of the Customer program, outweighing the 40% which do not. The remaining 15% answered as “Not Sure”.

Poll – “In your Contact Centre, do you have a voice of the customer program?” – answers

Yes – 45%
No – 40%
Not Sure – 15%

Source: Call Centre Helper Webinar Poll – The Right Words and Phrases to Use With a Customer Sample size – 97 Date: February 2017

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

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The Majority of Contact Centres Now Have a VoC Program

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