Articles - Polls

Explore our range of results from various polls, that represent the opinions of Call Centre Helper readers.

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How-many-applications-do-your-agents-use-to-help-a-customer
Contact Centres are Asking Agents to Help Customers on More Than Ten Apps
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
86% of Contact Centres Crave Empathy and Rapport Building Skills
Have-you-ever-been-offered-voice-training
80% of Contact Centre Professionals Have Never Been Offered Voice Training
How-much-background-noise-is-there-in-your-Call-Centre-Conversations
Most Contact Centres have lots of Background Noise in Conversations
Average Handling Time Poll
The Average Contact Centre Handling Time (AHT) is Between 5-9 Minutes
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-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
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
What-is-the-greatest-challenge-faced-by-contact-centre-supervisors-and-managers
Absenteeism is a Big Problem for Contact Centre Supervisors
What-is-your-most-effective-communication-channel
Phone is the Most Effective Communication Channel
Giving Recognition is the Best Way to Motivate Agents
1 in 5 Contact Centres Could Covert 30%+ of Their Traffic to Self Service
Contact Centres Love Using Wallboards
Card Security is Dealt with Pause and Resume Call Recordings
It is Most Common for an Agent to Address the Caller as Mr/Mrs…
Average Handling Time is not an Agent Target in 41% of Contact Centres
Most Contact Centres Support Multiple Languages
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
 
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