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MaxContact 2024 Benchmark Report: UK Contact Centres Face Perfect Storm of Challenges
Submitted by MaxContact
August 1, 2024
MaxContact 2024 Benchmark Report:
UK Contact Centres Face Perfect Storm of Challenges
MaxContact announced some key findings from it's recently released contact centre industry 2024 Benchmark Report.
The report highlights some key findings:
- Debt collection functions are facing an uphill battle, reaching the right party in only 26% of calls – a figure that raises serious questions about the effectiveness of current strategies. With household debt on the rise, this low contact rate could have significant implications for the financial sector.
- Sales teams are stuck in a numbers game, with agents making an average of 56 calls daily but achieving success in less than 7% of these interactions. This low conversion rate suggests a need for better lead qualification and more targeted sales approaches.
- Customer service teams are struggling to balance speed and quality, with an average handle time of 7.82 minutes and a first call resolution rate of just 45%. This suggests that while agents are spending significant time with customers, they’re often unable to resolve issues in a single interaction.
Here is the link to the full article here.
You can also return to the August 2024 Newsletter Here!
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