The European Contact Centre Decision Makers’ Guide

“The European Contact Centre Decision Makers’ Guide” is a major new independent analyst report from ContactBabel. This report, the first of its kind, provides the latest analysis and insights into the customer contact industry across mainland Europe including:

  • HR benchmarks: agent attrition, absence and salaries
  • Contact centre performance benchmarks: agent activity, call duration, call abandonment, speed to answer, first-call resolution rates and call transfer rates
  • Omnichannel and cost per contact
  • Use of homeworking
  • Cloud-based contact centre solutions
  • Customer experience and complaint handling
  • Technology use and planning
  • Contact centre growth rates

Comparisons with the UK and US contact centre industries are included to provide the best view of how your operation compares to others. Key findings of the comparison:

  • At 13%, Nordics contact centres have the lowest mean agent attrition rate—less than half the rate of Eastern European operations
  • Nordic agents are paid an average of four times the salary of Central and Eastern European agents
  • Western European contact centres report that email accounts for 27% of their inbound interactions—higher than in the UK or US.

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