The majority of contact centres don’t measure how many of their calls are generated by customers bouncing from their website.
However, 25% of participants were not sure if their contact centre was able to do so.
Poll – “Do you measure how much of your call demand is generated by your website?” – answers
Yes – 29%
No – 46%
Not Sure – 25%
Source: Call Centre Helper webinar poll – Webinar: How To Transform Customer Contact in the Contact Centre Sample size – 51 Date: February 2015