Most Contact Centres Use Platform Stats to Measure Agent…

Nearly Three Fifths of Contact Centres Incentivise…

Just 4% of Contact Centres Are Using Speech Analytics

Most Contact Centres Still Don’t Measure Customer…

20% of Contact Centres Update Their Customer Journey…

Just 60% of Organisations Are Considered to be Good at…

The Majority of Contact Centres Now Have a VoC Program

More Than Half of Contact Centres Send…

Less Than Half of Contact Centres Measure First Contact…

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

47% of Contact Centres use Average Handling Time (AHT)…

25–34 Year Olds are The Easiest Advisors to Motivate

Less Than 20% of Contact Centres Calculate Customer Effort

The Average Contact Centre Cost per Call in 2016 is £3.64

The Average Customer Lifetime Value is over £1000

The Average Customer Churn Rate is 20%

The Average Agent/Team Leader Ratio is less than 10

20% of Contact Centres have a team to Respond…

10% of contact centres never schedule training

Most Contact Centre Managers Call Their Own Contact…

Almost 20% of Contact Centre Mangers Problem Solve Once…

38% of Industry Professionals Have NEVER Called Their…

1 in 5 Contact Centres Have an Email Service Level of…

Most Customer Service Budgets are not Increasing