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Voice Contacts are Expected to Decline by 20% Over the Next Five Years

Published On: 10th Mar 2015 10:07 - Modified: 18th Feb 2020

During a webinar, we asked our audience of contact centre professionals, what percentage of contact is voice, at this time, in your call centre? We then asked them to predict what percentage it would be in five years time.

The results show a a great decline in voice contact is to be expected, with the most popular option for today was “60-79%”, whereas in five years most participants expect it to be “40-59%”.

poll-and-in-5-years-what-percentage-of-contacts-will-be-voice

Poll – What Percentage of Contacts today is Voice – answers

0-20%: 6%
20-39%: 7%
40-59%: 29%
60-79%: 39%
80-100%: 19%

… and in 5 years, What Percentage of Contacts will be Voice answers

0-20%: 9%
20-39%: 33%
40-59%: 43%
60-79%: 13%
80-100%: 3%

Source: Call Centre Helper webinar: 10 Predictions for 2015 Sample size – 125 Date: January 2015

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

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