What Contact Centres Are Doing Right Now - 2022 Survey

An in-depth survey looking at how contact centres are being managed in 2022.

50% of survey complete.

We want to find out what is happening in contact centres right now.

By taking the time to answer a series of simple questions, you will help us to put together our popular annual report.

This year we will also be giving out a prize that will go to one of our lucky participants an Ooni Pizza Oven worth £300.

Question Title

* 1. What is the Size of Your Contact Centre?

0 - 30 seats

31 - 50 seats

51 - 100 seats

101 - 200 seats

201 - 400 seats

401 - 999 seats

1000+ seats

Question Title

* 2. On Average, How Often do Your Home Workers Work From Home?

100% Of Their Time (e.g. Work From Home 5 Days a Week)

80% (e.g. 4 Days a Week at Home, 1 Days in the Office)

60% (e.g. 3 Days a Week at Home, 2 Days in the Office)

40% (e.g. 2 Days a Week at Home, 3 Days in the Office)

20% (e.g. 1 Day a Week at Home, 4 Days in the Office)

We Don’t Have Home Workers

Question Title

* 3. What Initiatives do You Currently Have in the Contact Centre?

	Have	On Wish List	Don't Have
Advisor Empowerment	Advisor Empowerment Have	Advisor Empowerment On Wish List	Advisor Empowerment Don't Have
Annualised Hours / Banked Hours	Annualised Hours / Banked Hours Have	Annualised Hours / Banked Hours On Wish List	Annualised Hours / Banked Hours Don't Have
Buddying Advisors	Buddying Advisors Have	Buddying Advisors On Wish List	Buddying Advisors Don't Have
Flexible Shifts	Flexible Shifts Have	Flexible Shifts On Wish List	Flexible Shifts Don't Have
Knowledge Empowerment	Knowledge Empowerment Have	Knowledge Empowerment On Wish List	Knowledge Empowerment Don't Have
Motivational Games	Motivational Games Have	Motivational Games On Wish List	Motivational Games Don't Have
Multiskilling Agents	Multiskilling Agents Have	Multiskilling Agents On Wish List	Multiskilling Agents Don't Have
Personalised Call Routing	Personalised Call Routing Have	Personalised Call Routing On Wish List	Personalised Call Routing Don't Have
Sales Commission	Sales Commission Have	Sales Commission On Wish List	Sales Commission Don't Have
Self-Help Customer Videos	Self-Help Customer Videos Have	Self-Help Customer Videos On Wish List	Self-Help Customer Videos Don't Have
Social Events	Social Events Have	Social Events On Wish List	Social Events Don't Have
Spot Prizes	Spot Prizes Have	Spot Prizes On Wish List	Spot Prizes Don't Have
Unpaid Leave	Unpaid Leave Have	Unpaid Leave On Wish List	Unpaid Leave Don't Have

If you run any other special initiatives in the contact centre, let us know what they are in the comments section below.

Question Title

* 4. What Technology do You Have in Your Contact Centre?

	Have	On Wish List	Don't Have
ACD / Call Routing	ACD / Call Routing Have	ACD / Call Routing On Wish List	ACD / Call Routing Don't Have
Call Back from Queue Solution	Call Back from Queue Solution Have	Call Back from Queue Solution On Wish List	Call Back from Queue Solution Don't Have
Call Recording	Call Recording Have	Call Recording On Wish List	Call Recording Don't Have
Call Scripting	Call Scripting Have	Call Scripting On Wish List	Call Scripting Don't Have
Chatbot	Chatbot Have	Chatbot On Wish List	Chatbot Don't Have
Compliance Adherence Solution	Compliance Adherence Solution Have	Compliance Adherence Solution On Wish List	Compliance Adherence Solution Don't Have
Customer Feedback Solution	Customer Feedback Solution Have	Customer Feedback Solution On Wish List	Customer Feedback Solution Don't Have
Customer Service Smartphone App	Customer Service Smartphone App Have	Customer Service Smartphone App On Wish List	Customer Service Smartphone App Don't Have
Desktop Consolidation	Desktop Consolidation Have	Desktop Consolidation On Wish List	Desktop Consolidation Don't Have
Headsets	Headsets Have	Headsets On Wish List	Headsets Don't Have
Interaction / Speech Analytics	Interaction / Speech Analytics Have	Interaction / Speech Analytics On Wish List	Interaction / Speech Analytics Don't Have
IVR	IVR Have	IVR On Wish List	IVR Don't Have
Knowledge Base	Knowledge Base Have	Knowledge Base On Wish List	Knowledge Base Don't Have
Performance Management	Performance Management Have	Performance Management On Wish List	Performance Management Don't Have
Predictive Dialler	Predictive Dialler Have	Predictive Dialler On Wish List	Predictive Dialler Don't Have
Proactive SMS Messaging	Proactive SMS Messaging Have	Proactive SMS Messaging On Wish List	Proactive SMS Messaging Don't Have
Process Automation	Process Automation Have	Process Automation On Wish List	Process Automation Don't Have
Quality Monitoring	Quality Monitoring Have	Quality Monitoring On Wish List	Quality Monitoring Don't Have
Single Queue across All Channels	Single Queue across All Channels Have	Single Queue across All Channels On Wish List	Single Queue across All Channels Don't Have
Social Media Engagement	Social Media Engagement Have	Social Media Engagement On Wish List	Social Media Engagement Don't Have
Voice Biometrics	Voice Biometrics Have	Voice Biometrics On Wish List	Voice Biometrics Don't Have
Voice of the Customer / Customer Survey	Voice of the Customer / Customer Survey Have	Voice of the Customer / Customer Survey On Wish List	Voice of the Customer / Customer Survey Don't Have
Wallboards	Wallboards Have	Wallboards On Wish List	Wallboards Don't Have
WebRTC	WebRTC Have	WebRTC On Wish List	WebRTC Don't Have
Workforce Management Software	Workforce Management Software Have	Workforce Management Software On Wish List	Workforce Management Software Don't Have

If you use any other contact centre technologies, let us know what they are in the comments section below.

Question Title

* 5. What Is Your Mix of Contact Channels?
Please indicate the percentage using a whole number. (answers need to add up to 100%)

Voice (Inbound) - …%

Voice (Outbound) - …%

Email - …%

Letters - …%

Live Chat - …%

SMS - …%

Social Media - …%

Video Chat - …%

Other %

Question Title

* 6. What are the Most Important Contact Centre Metrics?

	Very Important	Quite Important	Not Important
Abandon Rate	Abandon Rate Very Important	Abandon Rate Quite Important	Abandon Rate Not Important
Agent Satisfaction	Agent Satisfaction Very Important	Agent Satisfaction Quite Important	Agent Satisfaction Not Important
Attrition Rate	Attrition Rate Very Important	Attrition Rate Quite Important	Attrition Rate Not Important
Average Handling Time (AHT)	Average Handling Time (AHT) Very Important	Average Handling Time (AHT) Quite Important	Average Handling Time (AHT) Not Important
Cost Per Call	Cost Per Call Very Important	Cost Per Call Quite Important	Cost Per Call Not Important
Customer Complaint Volumes	Customer Complaint Volumes Very Important	Customer Complaint Volumes Quite Important	Customer Complaint Volumes Not Important
Customer Effort	Customer Effort Very Important	Customer Effort Quite Important	Customer Effort Not Important
Customer Satisfaction	Customer Satisfaction Very Important	Customer Satisfaction Quite Important	Customer Satisfaction Not Important
First Contact Resolution (FCR)	First Contact Resolution (FCR) Very Important	First Contact Resolution (FCR) Quite Important	First Contact Resolution (FCR) Not Important
Forecast Accuracy	Forecast Accuracy Very Important	Forecast Accuracy Quite Important	Forecast Accuracy Not Important
Net Promoter Score (NPS)	Net Promoter Score (NPS) Very Important	Net Promoter Score (NPS) Quite Important	Net Promoter Score (NPS) Not Important
NetEasy Score	NetEasy Score Very Important	NetEasy Score Quite Important	NetEasy Score Not Important
Occupancy	Occupancy Very Important	Occupancy Quite Important	Occupancy Not Important
Quality Scores	Quality Scores Very Important	Quality Scores Quite Important	Quality Scores Not Important
Sales Volume	Sales Volume Very Important	Sales Volume Quite Important	Sales Volume Not Important
Schedule Adherence	Schedule Adherence Very Important	Schedule Adherence Quite Important	Schedule Adherence Not Important
Service Level	Service Level Very Important	Service Level Quite Important	Service Level Not Important
Shrinkage	Shrinkage Very Important	Shrinkage Quite Important	Shrinkage Not Important
Utilization	Utilization Very Important	Utilization Quite Important	Utilization Not Important

Question Title

* 7. To Create Your Metric Scores, How Frequently do You Ask Customers to Complete a Post-Contact Survey?

After Every Contact

After Every (Second / Third / Fourth) Contact

We Ask Each Customer to Complete a Post-Contact Survey Around Once a Quarter

We Only Send Out Post-Contact Surveys at Certain Points Across The Year

We Never Ask Customers for Post-Contact Feedback

Question Title

* 8. How do You Capture Customer Feedback? [select all that apply]

Customer Reason Codes

Customer Research (e.g. Survey Panels and Interviews)

Email Surveys

Postal Surveys

SMS / Messaging App Surveys

Social Listening

Speech / Text Analytics

Voice of Employees (Customer Feedback From Employees)

Website Surveys

Question Title

* 9. On a Ranking of 1-6 (1 being the Highest), What do Your Customers Value Most?

Effective Follow-Up

Efficiency

First Call Resolution

Knowledgeable Advisors

Professionalism

Timely Responses

Question Title

* 10. Which Shift Patterns do You Use in Your Contact Centre? [select all that apply]

Full-Time Shift

Part-Time Shift

Banked Hours

Micro-Shifts (less than one hour)

Rotational Shifts

Split-Shifts

Other (please specify)

Question Title

* 11. What is Your Biggest Scheduling Problem?

Dealing with Absence and Lateness

Getting User Buy-in / Schedules do Not Fit User Preferences

Meeting Service Levels Efficiently

Requests for Holidays and Time Off

Volatility / Peaks in the Number of Calls / Contacts

Other (please specify)

Question Title

* 1. What is the Size of Your Contact Centre?

Question Title

* 2. On Average, How Often do Your Home Workers Work From Home?

Question Title

* 3. What Initiatives do You Currently Have in the Contact Centre?

Question Title

* 4. What Technology do You Have in Your Contact Centre?

Question Title

* 5. What Is Your Mix of Contact Channels?Please indicate the percentage using a whole number. (answers need to add up to 100%)

Question Title

* 6. What are the Most Important Contact Centre Metrics?

Question Title

* 7. To Create Your Metric Scores, How Frequently do You Ask Customers to Complete a Post-Contact Survey?

Question Title

* 8. How do You Capture Customer Feedback? [select all that apply]

Question Title

* 9. On a Ranking of 1-6 (1 being the Highest), What do Your Customers Value Most?

Question Title

* 10. Which Shift Patterns do You Use in Your Contact Centre? [select all that apply]

Question Title

* 11. What is Your Biggest Scheduling Problem?

Question Title

* 12. If There Was One Thing That You Could Improve in Your Contact Centre, What Would it Be?

* 5. What Is Your Mix of Contact Channels?
Please indicate the percentage using a whole number. (answers need to add up to 100%)