This contact centre research report is based on surveys with 112 Australian and New Zealand contact centres, as well as thousands of customers.

 

It includes separate sections for each country, covering:

  • HR – attrition, absence and salaries
  • Current and future use of 18 contact centre technologies
  • Proportion of interactions by channel
  • Most effective channel for customers to use
  • Which channels do customers actually want to use? (high emotion / urgency / complexity, segmented by age)
  • Digital channel performance benchmarks
  • What do customers actually value most in a contact centre interaction?
  • Use and effectiveness of cloud-based contact centre solutions
  • Planned and future use of remote / hybrid contact centre agents
  • Benchmarked performance metrics
    • Speed to answer
    • Call abandonment rate
    • First-contact resolution rate
    • Call duration
  • Cost per call, email, web chat and social media interaction
  • Key drivers and inhibitors for a successful contact centre strategy

 

To download this report, or any of ContactBabel’s free research, please complete the registration form below or login.

Registration

"*" indicates required fields

Name*
This field is hidden when viewing the form
Password*
Country*
State (USA Only)
What are the main areas of investment in your contact centre in the next 12 months? (check all that apply)
Privacy Policy*

The information you provide will be used in accordance to the terms and conditions set out in our Privacy and Data Processing Policy. Please confirm you have read and understood the policy.

ContactBabel uses information you share with us to provide products or services that you request, answer your inquiries or communicate with you about your account or transactions with us, and send you information about new research, features on the Site or changes to our policies. We may also share data gathered in the registration process with third parties who have sponsored the report(s) downloaded and who may contact you for the purposes of direct marketing. You may withdraw your consent for this at any time by contacting info@contactbabel.com, and we will delete your account and all personal data. If you do not wish to complete the registration process, please contact us requesting the reports you would like to receive.

By clicking ‘Register’ you will be able to download reports, and are agreeing that ContactBabel may occasionally contact you with information relevant to you. If you wish to delete your account and remove your contact details, please contact smorrell@contactbabel.com.