The UK Contact Centre Decision-Maker's Guide 2019-20

Some of the reports findings include:

• Only 12% of customers wanting to communicate with a company choose to use a contact centre in the first place. 37% prefer email, 18% a face-to-face communication if possible, and 14% would visit a website first.
• There is significant disparity between the actual time people spending waiting in a contact centre queue and the time they perceived they waited for. 90% of UK contact centres report a wait time of under 2 minutes, yet just 9% of UK callers believe they wait less than 2 minutes to speak to an agent. 
• 1 in 20 UK customers consider that even waiting over a minute in a contact centre queue is unacceptable, with the 18 to 24-year-old age group twice as likely to be impatient.
• Customers have a lot of strongly felt reasons for disliking phone queues, however, the key reason according to studies is that the public hate not knowing how much longer they will be waiting.
• 50% of callers will accept a callback when offered
  one, and on average, it can reduce abandon rates by
  30%. 

Read the full report to find out more.