SURVEYS

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[Contact Centre Survey 2013]

Who responded

In today’s competitive climate the success of your organization will, to a large extent, depend on how well you understand and service your customers at every stage of their interactions with you.


1)  Job function and level within the organisation.
2)  Size of organisation.
3)  Industry sector that the organisation operates in.



Job function and level within the organisation.

  • 18.79%  of respondents were either business owners or belonged to executive management.
  • 37.58%  of respondents hold middle management positions.
  • This means that 56.37 of respondents hold middle management positions or higher.
 

Size of organisation. 

  • Respondents work either for small organisations with under 21 staff members (21.21%) or very large companies with more than 500 staff members (54.54% of respondents). 

 


Industry sector that the organisation operates in. 

  • 30.30% of respondents work in the information technology sector.
  • The industry with the next highest number of respondents is finance with 21.21%.
  • The telecommunications industry had the third highest number of respondents with 12.73%.