Articles - Polls

A collection of poll results from reader surveys, webinar polls and represent the opinions of Call Centre Helper readers.

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What-is-your-most-effective-communication-channel
Phone is the Most Effective Communication Channel
Graph answering the question "In your contact centre, which age group are the easiest to motivate?" with the answers of 36%- 16 to 24 yrs, 40%- 25 to 34 years, 17%- 35 to 44yrs, 7%- 45yrs plus.
25–34 Year Olds are The Easiest Advisors to Motivate
The Majority of Contact Centres Handle Their Calls Within Ten Minutes
22 Survey Cover What Initiatives Do You Currently Have in the Contact Centre?
What Initiatives Are Contact Centres Using?
Best Practice for Promoting Agents to Team Leaders Cover
Best Practice for Promoting Agents to Team Leaders
A graph depicting "Which CRM system do you use" 12% - Microsoft CRM Dynamics, 1% - Netsuite, 15% - Oracle, 9% - Salesforce, 6% - Right Now, 3% - Sugar CRM, 14% - SAP, 15% - In house, and 25% - Other
Contact Centres are Using a Wide Range of CRM Systems
How-many-knowledge-sources-do-your-agents-currently-use
Many Agents Can Use 4-5 Knowledge Bases When Supporting Customers
Contact-Centre-or-Call-Centre
Most People Prefer the Name Contact Centre over Call Centre
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
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
What-is-the-greatest-challenge-faced-by-contact-centre-supervisors-and-managers
Absenteeism is a Big Problem for Contact Centre Supervisors
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
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
Average Handling Time is not an Agent Target in 41% of Contact Centres
55% of Contact Centres Don’t Provide Agents With Customers’ Channel History
 
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