Process Failures are the Main Reason for Repeat Calls

Measuring FCR: Detecting Repeat Contact Reasons is the…

42% of Contact Centres Have No Plans to Begin Measuring…

33% of Contact Centres are Planing on Implementing Webchat

Contact Centres Love Using Wallboards

Accommodating Agent Schedule Preferences Most Difficult…

Most Contact Centres Support Multiple Languages

Only 36% of contact centres plan to use Customer Effort

Less Than Half of Contact Centres Use Noise Cancelling…

The Majority of Contact Centres Handle Their Calls…

Average Handling Time is not an Agent Target in 41% of…

Card Security is Dealt with Pause and Resume Call…

75% of Contact Centres Yearn For Improved Systems

Over 60% of Contact Centres Measure First Call Resolution

12% of Contact Centres Allow Agents to Set Their Own…

The Ecosystem of 59% of Contact Centres Can Adapt as…

Average Handling Time (AHT) is usually over 4 minutes

What Contact Centres Are Doing Right Now (2014 Edition)

The Average Contact Centre Cost Per Call is £3.50

55% of Contact Centres Have Mainly Multi-Skilled Advisors

Average Handling Time: The most common measure of…

Contact Centre Professionals: Customer Satisfaction is…

95% of Team Leaders Have Access to Call Recordings

1 in 5 Contact Centres Could Covert 30%+ of Their…