Many Contact Centre Calls are a Result of Failures in Other Departments

On average, over one in five calls made to the contact centre are the result of a complication concerning another department of the company.

Whilst, a lot of this will depend on the industry in which your contact centre lies, it is still a great shock to see that as many as 15% of participants, in our poll, saying that over 50% of calls were due to complications in other realms of the business.

Poll – “What Percentage of Calls are a Result of a Failure in Another Department?” – answers

0-9% – 15%
10-19% – 21%
20-29% – 28%
30-49% – 21%
50% – 15%

Source: Call Centre Helper Webinar Poll – Building A Culture Of Continuous Improvement     Sample size – 62     Date: January 2017