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This year’s Voice of the Contact Centre Consumer has arrived

The latest Call Centre Management Association (CCMA) research has been released with a wealth of information, professional interpretation and industry insights.
This year’s Voice of the Contact Centre Consumer has arrived
May 18, 20222 min of reading

London, 18 May 2022 Odigo has been on an exciting journey with the CCMA through the interpretation and preparation phases of the research. Now it’s time to let everyone know how pleased we are to be supporting this work and the CCMA for a 2nd year and share the final research.

The research

The Voice of the Contact Centre Consumer was conducted in 2 phases, starting with the collection of 2,004 customer opinions via an online survey in March of this year. After the data was compiled and quantitative results were presented to a group of contact centre leaders to provide commentary and context.

The results

The research opens with a simple question ‘is customer service getting better or worse?’ What follows is an exploration of aspects of contact centre services, operations and perception of the industry. Find out which queries customers are most likely to self-serve for and look at a more detailed breakdown by channel. What do customers think customer services are doing well, and which sectors do it best? How is a career as an agent viewed by the public?    

The outcome

The results are presented in a research report that balances data, diagrams and discussion. What is of additional benefit is the ability to draw direct comparisons with last year’s data. Congratulations to the CCMA and research director Stephen Yapp for this great piece of research and thank you for their hard work which Odigo is proud to support annually.

To learn more, download the research.

About Odigo

Odigo provides Contact Centre as a Service (CCaaS) solutions that facilitate communication between large organisations and individuals using a global omnichannel management platform. With its innovative approach based on empathy and technology, Odigo enables brands to connect through the crucial human element of interaction, while also taking full advantage of the potential of digital. A pioneer in the customer experience (CX) market, the company caters to the needs of more than 250 large enterprise clients in over 100 countries.

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What to customers really think of contact centre services in 2022?
Download the research