51% Use 3-4 Applications to Help a Customer

When we ran this poll in 2012 the audience said 23% of contact centres ask agents to assist customers with over ten different apps. However, this wasn’t the most popular of the options presented, with 3-4 being the most common number of applications given to an agent for customer support in the industry.

When we asked again in 2021 3-4 apps is still the most popular option, however the number above 10 has now reduced.

How Many Applications do Your Agents use to Help a Customer?

• 1-2 apps: 14%
• 3-4 apps: 51%
• 5-9 apps: 26%
• More than 10 apps: 9%

Source: Call Centre Helper LinkedIn poll    Votes: 80   Date: October 2021

Author: Rachael Trickey
Reviewed by: Jo Robinson