Surveys
Please specify your role in the organisation
Middle management (line management)
30.8
%
IT staff (all other non-management IT positions)
18.6
%
Executive management (C-level)
16.3
%
Consultant
15.8
%
Director (manage a team of managers and high-level contributors)
14.9
%
Other
3.6
%
Sample: 221
How many people does your company employ?
Fewer than 50
29.7
%
1 000-4 999
17.4
%
10 000 or more
17.4
%
50-99
10
%
5 000-9 999
7.8
%
100-199
7.3
%
500-990
7.3
%
200-499
3.2
%
Sample: 219
How many people report to you?
Fewer than 10
67
%
10-49
25.8
%
50-99
3.6
%
100-199
1.4
%
200-499
1.4
%
1 000 or more
0.9
%
500-990
0
%
Sample: 221
In which industry does your company operate?
IT
39.1
%
Finance / banking / insurance / accounting
11.4
%
Telecommunications / cellular providers
11.4
%
Government
6.4
%
Advertising / marketing / public relations
4.5
%
Business services / consulting (non-ICT-related)
3.2
%
Business Process Outsourcer (BPO)
3.2
%
Non-government / non-profit
3.2
%
Manufacturing (non-IT-related)
2.7
%
Medical / dental / healthcare / pharmaceutical
2.7
%
Media / TV / print / online
2.3
%
Parastatals / utilities
1.8
%
Retail / wholesale
1.8
%
Agriculture
1.4
%
Legal / real estate
1.4
%
Transport
1.4
%
Construction / architecture / engineering
0.9
%
Travel / tourism
0.9
%
Mining / petrochemical
0.5
%
Sample: 220
1. What is your level of responsibility when it comes to decision-making at your company?
I influence decisions related to my company
21.9
%
I influence technology implementation decisions related to my company
21.9
%
I am part of a team that makes decisions about technology implementations for my company
18.8
%
I am aware of decisions being made but I am not involved
13.3
%
I am part of a team making decisions for my company
12.5
%
I am not involved
8.6
%
Does not apply
2.3
%
I am the final decision maker for technology implementations for my company
0.8
%
Don't know
0
%
Sample: 128
2. Does your company have an in-house or outsourced/contact-centre-as-a-service customer service/contact centre?
We have an in-house customer service/contact centre
70.8
%
We have an outsourced/contact-centre-as-a-service customer service/contact centre and we have detailed knowledge of its technology and processes
21.9
%
No, we do not have either an in-house or outsourced/contact-centre-as-a-service customer service/contact centre
5.2
%
We have an outsourced/contact-centre-as-a-service customer service/contact centre but we do not get involved with the technology they use or processes they follow
2.1
%
Sample: 96
3. If applicable, how many employees work for your company’s (in-house or outsourced/contact-centre-as-a-service) customer service/contact centre?
50 or fewer employees
31.9
%
51 to 200 employees
23.1
%
201 to 500 employees
5.5
%
501 to 1,000 employees
13.2
%
1,001 to 5,000 employees
13.2
%
More than 5,000 employees
7.7
%
I don't know
5.5
%
Sample: 91
4. Which of the following channels are available to your customers to contact your company? (tick all that apply)
Email
100
%
Other
100
%
Phone
96.2
%
Social media
78.8
%
Chat
65.4
%
Text
53.8
%
Sample: 52
5. Does your company currently record customer conversations and/or interactions?
Yes
92.2
%
No
7.8
%
Unsure
0
%
Sample: 51
6. Is your company currently using speech or multi-channel interaction analytics technology to monitor your customer interactions?
Yes
64.7
%
No
23.5
%
Unsure
11.8
%
Sample: 51
7. Which call centre KPIs matter most to your senior stakeholders? (tick 3 most important)
Customer satisfaction
69.2
%
First call resolution
32.7
%
Customer journey (multi-channel) experience
26.9
%
Service level (meeting contractual obligations where you are providing a service for a customer/3rd party)
25
%
Voice of the customer (VoC)
23.1
%
Customer loyalty
21.2
%
Average queue/hold time
21.2
%
Net promoter score (NPS)
19.2
%
Compliance adherence
19.2
%
Agent performance
17.3
%
Customer effort score
11.5
%
Average abandonment rate
3.8
%
Average handle time
3.8
%
Agent turnover rate
3.8
%
Agent satisfaction
1.9
%
Other
1.9
%
Sample: 52
8. Please rate how you or your company perceive the following statements
Emotion is a key driver for developing strong and lasting customer relationships
Strongly disagree:
7.8
%
Disagree:
5.9
%
Neither disagree nor agree:
13.7
%
Agree:
35.3
%
Strongly agree:
37.3
%
Don't know/does not apply:
0
%
Emotion has a bigger impact on brand loyalty than contact centre efficiency
Strongly disagree:
8
%
Disagree:
8
%
Neither disagree nor agree:
18
%
Agree:
32
%
Strongly agree:
34
%
Don't know/does not apply:
0
%
Scoring customer emotion can help companies to make better business decisions
Strongly disagree:
2
%
Disagree:
2
%
Neither disagree nor agree:
14
%
Agree:
42
%
Strongly agree:
40
%
Don't know/does not apply:
0
%
Scoring customer emotion can help to improve contact centre operational efficiency
Strongly disagree:
2
%
Disagree:
0
%
Neither disagree nor agree:
9.8
%
Agree:
51
%
Strongly agree:
37.3
%
Don't know/does not apply:
0
%
Understanding customer emotion is a crucial component in improving call outcomes
Strongly disagree:
0
%
Disagree:
0
%
Neither disagree nor agree:
9.8
%
Agree:
43.1
%
Strongly agree:
47.1
%
Don't know/does not apply:
0
%
Understanding customer emotion is a crucial component in improving customer satisfaction
Strongly disagree:
2
%
Disagree:
0
%
Neither disagree nor agree:
8.2
%
Agree:
32.7
%
Strongly agree:
57.1
%
Don't know/does not apply:
0
%
Scoring customer emotion can drive an increase in revenue generation
Strongly disagree:
0
%
Disagree:
2
%
Neither disagree nor agree:
11.8
%
Agree:
43.1
%
Strongly agree:
41.2
%
Don't know/does not apply:
2
%
Sample: 53
9. Please select the most relevant of the following statements (choose one)
We already analyse & score customer emotion
33.3
%
We plan to start analysing & scoring customer emotion in the next 6-12 months
25.5
%
We have no current plans to score or analyse customer emotion
21.6
%
We are currently implementing a customer emotion analysis & scoring project
19.6
%
Sample: 51
10. Do you or your company see a need to identify & score emotional attributes of your customer / employee interactions?
Yes
80.4
%
Unsure
11.8
%
No
7.8
%
Sample: 51
11. Do customer satisfaction scoring or emotion metrics get shared with your executives? (select the most relevant)
We share both customer satisfaction scoring and emotion metrics with our executives
39.2
%
Yes, we share customer satisfaction scoring with our executives, but not emotion metrics
35.3
%
No, we do not currently share our customer satisfaction or emotion metrics with our executives
11.8
%
Unsure
7.8
%
Yes, we share emotion metrics with our executives but not customer satisfaction scoring
5.9
%
Sample: 51
12. The COVID-19 pandemic has affected businesses, employees, customers. Please rate how you or your company perceive the following statements:
Our customer service agents are dealing with more emotionally driven customers.
Strongly disagree:
2
%
Disagree:
4.1
%
Neither disagree nor agree:
8.2
%
Agree:
49
%
Strongly agree:
32.7
%
Don't know/does not apply:
4.1
%
Our customer service agents are dealing with more vulnerable customers (due to unemployment, health, financial issues, etc).
Strongly disagree:
0
%
Disagree:
6.3
%
Neither disagree nor agree:
6.3
%
Agree:
43.8
%
Strongly agree:
41.7
%
Don't know/does not apply:
2.1
%
Our company is dealing with high employee turnover or absenteeism.
Strongly disagree:
8.2
%
Disagree:
28.6
%
Neither disagree nor agree:
24.5
%
Agree:
26.5
%
Strongly agree:
12.2
%
Don't know/does not apply:
0
%
Our customer services agents are currently working from home.
Strongly disagree:
2.1
%
Disagree:
10.4
%
Neither disagree nor agree:
10.4
%
Agree:
39.6
%
Strongly agree:
37.5
%
Don't know/does not apply:
0
%
Sample: 50
13. How challenging does your company find the following to improve customer experience today?
We struggle to train our customer service agents to deal with more emotionally charged conversations
Not at all challenging:
14.3
%
Mildly challenging:
49
%
Very challenging:
28.6
%
Don't know / does not apply:
8.2
%
We struggle to anticipate and interpret a customer's emotional state
Not at all challenging:
14.3
%
Mildly challenging:
40.8
%
Very challenging:
36.7
%
Don't know / does not apply:
8.2
%
We struggle to understand a customer's full journey (i.e. every interaction across touchpoints prior to the call/chat)
Not at all challenging:
12.2
%
Mildly challenging:
44.9
%
Very challenging:
38.8
%
Don't know / does not apply:
4.1
%
We score our customer service agents' performance, but we struggle with identifying emotional attributes
Not at all challenging:
12.5
%
Mildly challenging:
43.8
%
Very challenging:
35.4
%
Don't know / does not apply:
8.3
%
Sample: 50
14. What is preventing you from overcoming this challenge? (tick all that apply)
We lack the tools
51
%
We lack the data
44.9
%
We lack the internal expertise
38.8
%
We lack the processes
36.7
%
Don't know / Does not apply
24.5
%
We lack the external partners
20.4
%
We lack the executive support
12.2
%
Sample: 49
15. Is there a particular emotional attribute that you or your company would like associated with your brand experience?
Other
32.7
%
Trustworthiness
26.5
%
Accountability
22.4
%
Empathy
16.3
%
Knowledge
14.3
%
Compassion
8.2
%
Confidence
4.1
%
Understanding
4.1
%
Politeness
2
%
Sample: 49
16. Which emotional attribute, when displayed by your company’s employees, do you think has the biggest impact on changing customer emotions from negative to positive during an interaction?
Empathy
20.4
%
Other
20.4
%
Knowledge
18.4
%
Accountability
16.3
%
Compassion
14.3
%
Confidence
10.2
%
Trustworthiness
8.2
%
Understanding
6.1
%
Politeness
4.1
%
Sample: 49