Acco
1 in 5 Contact Centres Could Covert 30%+ of Their Traffic to Self Service
rding to our poll, over a fifth of contact centres (21%) believe that over a third of their live inbound contacts could be resolved through self-service.
However, in stark contrast, 18% of contact centres believe that less than one in every 25 contact could be handled through self-service.
"Poll – How Much More ‘Live Inbound’ Could you Convert to Self Service?" - answers
- 0 - 4%: 18%
- 5 - 9%: 21%
- 10 - 19%: 26%
- 20 - 29%: 13%
- 30%+: 21%
Author: Jo Robinson
Published On: 18th Sep 2014 - Last modified: 25th Oct 2021
Read more about - Contact Centre Research, Research, Self Service
