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Contact Centre Research

Excel Remains an Ever-Popular Forecasting Tool

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…

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