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

Almost Half of Contact Centres Still Forecast Contact…

Excel Remains an Ever-Popular Forecasting Tool

46% of Contact Centres find it Very Difficult or…

10-24% of Contact Volumes is Generally Made Up From…

Only 8% of Contact Centres Survey Their Employees Monthly

86% of Contact Centres Crave Empathy and Rapport…

It is Most Common for an Agent to Address the Caller as…

Think Webchat is 30% Cheaper Than a Phone Call? Think…

55% of Contact Centres Don’t Provide Agents With…

Process Failures are the Main Reason for Repeat Calls

Contact Centres Love Using Wallboards