Articles - Polls

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

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Christmas Planning Poll Featured Image
Have You Started Your Christmas Planning Yet?
The Average Contact Centre Cost per Call in 2016 is £3.64
Card Security is Dealt with Pause and Resume Call Recordings
47% of Contact Centres use Average Handling Time (AHT) to Target Agents
More Than Half of Contact Centres Send ‘No-Reply’ Emails to Customers
Contact Centre or Call Centre? Which do you prefer?
81% of People Prefer Contact Centre to Call Centre
20.What-challenges-do-you-face-in-improving-Quality-Monitoring-and-Performance-Management
Contact Centres Struggle to Measure Quality Monitoring Correctly
On Average How Long do Your Callers Wait Before Abandoning?
Customer Patience Appears to Be at an All-Time Low
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
Increasing AHT to Help Improve FCR
Increasing AHT to Help Improve FCR
What Percentage of Your Customers Use a Digital Channel? Poll Cover
What Percentage of Your Customers Use a Digital Channel?
38% of Industry Professionals Have NEVER Called Their Own Contact Centre
10% of contact centres never schedule training
Almost 20% of Contact Centre Mangers Problem Solve Once a Month
Most Contact Centre Managers Call Their Own Contact Centre Every Month
Top reason for attrition poll graph cover
Are Low Wages the Only Reason for High Attrition Rates?
How-many-knowledge-sources-do-your-agents-currently-use
Many Agents Can Use 4-5 Knowledge Bases When Supporting Customers
Less Than 20% of Contact Centres Calculate Customer Effort
Contact Centres Aren’t Adapting Self-Service Systems After Installation
Contact Centres Prioritise Quality and Performance Speech Analytics
More Than Half of Contact Centres Are Looking to Deploy Speech Analytics
Over a Quarter of Customer Contacts are Low Quality
Only 2% of Advisors Have Great Levels of Rapport and Empathy
 
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