Contact Centre Research

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55% of Contact Centres Don’t Provide Agents With Customers’ Channel History
Only 8% of Contact Centres Survey Their Employees Monthly
10-24% of Contact Volumes is Generally Made Up From Repeat Contacts
46% of Contact Centres find it Very Difficult or Impossible to get Extra Budget
Excel Remains an Ever-Popular Forecasting Tool
Almost Half of Contact Centres Still Forecast Contact Volumes Manually
Most Customer Service Budgets are not Increasing
1 in 5 Contact Centres Have an Email Service Level of More Than One Day
38% of Industry Professionals Have NEVER Called Their Own Contact Centre
Almost 20% of Contact Centre Mangers Problem Solve Once a Month
Most Contact Centre Managers Call Their Own Contact Centre Every Month
10% of contact centres never schedule training
20% of Contact Centres have a team to Respond Immediately to Complaints
The Average Customer Churn Rate is 20%
The Average Customer Lifetime Value is over £1000
The Average Contact Centre Cost per Call in 2016 is £3.64
Less Than 20% of Contact Centres Calculate Customer Effort
47% of Contact Centres use Average Handling Time (AHT) to Target Agents
2016 autumn survey report
White Paper (2016 Edition): What Contact Centres Are Doing Right Now
Only 2% of Advisors Have Great Levels of Rapport and Empathy
Less Than Half of Contact Centres Measure First Contact Resolution
More Than Half of Contact Centres Send ‘No-Reply’ Emails to Customers
The Majority of Contact Centres Now Have a VoC Program
Just 60% of Organisations Are Considered to be Good at Building Rapport
 
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