It is Most Common to Keep Calls, Emails and Outbound Calls Separate

A graph depicting the levels of call blending in a contact centre

According to our poll, 36% of contact centres do not blend calls, emails and outbound calls, instead keeping the three channels separate.

Poll – “Do you blend calls, emails and outbound calls?” – answers 

They are kept separate – 36%
We do some blending but it is not widespread – 15%
We blend calls and emails – 24%
We blend inbound and outbound calls – 12%
We blend calls, emails and outbound calls – 24%

Source: Call Centre Helper webinar: 7 strategies to deal with Queues     Sample size – 140     Date: January 2013

Published On: 6th Aug 2013 - Last modified: 24th Sep 2019
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