Top 5 Call Center links: Call center studies
I love a good study; don’t you? They’re so useful for telling us what we already know, and they take off the exceedingly painful burden of making up statistics on the spot. In the last week, several studies and reports have surfaced, supporting a few popular call center trends, such as: kids don’t want to work there, everything is moving to the cloud, and by the way, people don’t like it when they can’t hear you.
- This one shows that Gen Y folks don’t want to work in your call center, rating the job as 5% exciting.
- In terms of technology, the trend is definitely toward the cloud: this study reports that by 2012, 65% of support conversations will happen in the cloud.
- The report, “‘Could you repeat that please?’: The costs and impact on the customer experience of poor voice quality,” measures responses by 3,925 consumers and reports 42% of calls affected by voice-related issues.
- Likewise, the Customer Experience Foundation reports 68% of those said poor voice quality has led them to hang up as a result.
- And, just for fun, call center survival tips: a mockcast on how to cut costs in the call center with humorist Greg Levin, including creating pretend best practices and yoga for employees (to save on cubicle space!)
This begs the question: what would you really like to see a study of? What call center activity do you genuinely want to find out more about with hard numbers? What would be useful to you?