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Articles - Polls

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

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

Only 2% of Advisors Have Great Levels of Rapport and Empathy

Less Than Half of Contact Centres Measure First Contact Resolution

The Majority of Contact Centres Now Have a VoC Program

Just 60% of Organisations Are Considered to be Good at Building Rapport

20% of Contact Centres Update Their Customer Journey Maps Monthly

Most Contact Centres Still Don’t Measure Customer Emotion in Their Metrics

A graph demonstrating "Which performance management tools do you use?" with 80%- spreadsheets, 75%-Call Recordings 22%- WFM Software, 13%- Agent Evaluation Software, 4% Speech Analytics

Just 4% of Contact Centres Are Using Speech Analytics

Nearly Three Fifths of Contact Centres Incentivise “Going the Extra Mile”