CCMA Benchmarking & Covid 19 Member Study June 2020

CCMA are delighted to publish results of our member survey undertaken by Coyne Research in June 2020. 

The research study conducted consisted of a sample of 55 customer service & shared service operations in Ireland, employing over 23,000 staff. The primary objective of the research was to capture key benchmark data (e.g. attrition rates, absenteeism etc.) in addition to measuring the impact of the Covid-19 pandemic on CX operations and plans to re-open contact centres once restrictions have been lifted.

Dorothy O’Byrne, Managing Director CCMA Ireland said: “The report demonstrates that the industry has responded well to the Covid-19 crisis and has been able to maintain effective customer service support.  The industry continues to focus on providing high levels of customer service whilst supporting and engaging with their staff.”

“Quality of broadband connectivity is a key issue for working from home that needs to be addressed by Government in order to support the new ways of working. We also found that a high percentage of staff envisaged working from home for the foreseeable future”.

The survey also found that the sector will continue to grow in 2020 with 40% of respondents planning to recruit additional staff.