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Only 30% of Contact Centres Provide Consistent Answers Across all Channels

Published On: 24th Feb 2017 08:00 - Modified: 27th Mar 2020

Whilst there has seemingly been great focus on omnichannel over the past few years, our poll has found that only three in every ten contact centres are able to provide consistent service across every channel.

However, only 12% fully committed to saying that they could not, with the remaining 58% affirming that they could, but only partially across some channels.

Poll – “Do your customers get a consistent answer across all of your Contact Centre Channels?” – answers

Yes -Across all channels: 15%
Partially – Across some channels: 58%
No: 12%

Source: Call Centre Helper Webinar Poll – Omnichannel – Joining up the Customer Experience Sample size – 102 Date: January 2017

Author
Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

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