Benchmark for Customer Propensity to Contact

Benchmark for Customer Propensity to Contact

Looking for any benchmarking or guidelines on how to predict how many customers will contact for help in a given period. For example if you have 20,000 credit card customers. On average how many of those customer would contact the contact center for help?

Question asked by Dean

Depends Considerably

It depends considerably on the type of business, and the nature of the call.

It tends to range from 0.5 calls per customer per year to 5 calls per customer per year.

The only ways to get a better picture is

– 1. Examine existing numbers of calls and compare that to the customer base

– 2. Ask another creit card company. You may be able to find a contact centre manager on Linkedin and ask them.

– 3. Do a search on Google. I googled Barclaycard calls per year and found an article sayin that they took 20 Million calls per year from 21 Million customers. So that suggests a ratio of 1 call per customer per year.

With thanks to Jonty

Author: Jonty Pearce