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The Australian & New Zealand Contact Centre Decision-Makers’ Guide

The definitive view of the ANZ contact centre industry. Leading-edge research based on surveys with 118 Australian and New Zealand contact centres and thousands of customers.

 

About This Report

“The Australia and New Zealand Contact Centre Decision-Makers’ Guide” is an annual research study of the performance, technology and HR aspects of Australian and New Zealand contact centre operations.

A detailed online questionnaire was answered by 118 contact centre managers and directors, with two surveys of 1,000+ Australian and New Zealand consumers also being carried out.

The report includes sections covering:

  • HR – attrition, absence and salaries
  • Current and future use of 19 contact centre technologies
  • Use and effectiveness of cloud-based contact centre solutions
  • Planned and future use of remote / hybrid contact centre agents
  • Proportion of interactions by channel
  • Most effective channel for customers
  • Which channels do customers actually want to use?
  • What do customers actually value most in a contact centre interaction?
  • Key drivers and inhibitors for a successful contact centre strategy
  • Performance metrics:
    • Speed to answer
    • Call abandonment rate
    • First-contact resolution rate
    • Call duration
    • Cost per call, email, web chat and social media interaction
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In this Report

Contact Babel Reports

HR & Operational Benchmarking

  • Agent attrition by contact centre size and organisational type
  • Agent absence
  • Salaries (new agent, experienced agent, team leader / supervisor, contact centre manager)
  • Use of remote working
  • Call duration
  • Call abandonment rate
  • Speed to answer
  • First-contact resolution rate
  • Cost per inbound interaction, by channel
Contact Babel Reports

Technology Usage and Plans

  • Current and planned usage of 19 contact centre / CX technologies, including AI, chatbots, analytics and WFM
  • Current and planned use of cloud-based solutions
Contact Babel Reports

Digital Engagement

  • Proportion of interactions by channel
  • Most effective channel for customers
  • Which channels do customers actually want to use?
    • High emotion interactions
    • High urgency interactions
    • High complexity interactions
Contact Babel Reports

Customer Experience

  • What do customers actually value most in a contact centre interaction?
  • What do businesses believe customers want?
  • Key drivers and inhibitors for a successful contact centre strategy

World-class research, data and insights into the contact centre and CX industries