1 in 5 Contact Centres Could Covert 30%+ of Their Traffic to Self Service


According 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%

Source: Call Centre Helper webinar: 5 Ways to Tune up Your Call Centre    Sample size – 99    Date: May 2014

Published On: 18th Sep 2014 - Last modified: 31st May 2017
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