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.

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

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

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

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

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

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

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

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

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

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

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

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

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

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* 11. What is Your Biggest Scheduling Problem?

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

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