1 in 5 Contact Centres Could Covert 30%+ of Their Traffic to Self Service Related Articles Ideas to Improve Customer Self-Service The Do's and Don’ts of Digital Self-Service One in Every Five Contact Centres Make This Surprising Self-Service Mistake Does Self-Service Really Reduce Call Volumes? 2,493 Filed under - Contact Centre Research, Polls, 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 Author: Jo Robinson Published On: 18th Sep 2014 - Last modified: 25th Oct 2021 Read more about - Contact Centre Research, Polls, Self Service Recommended Articles Ideas to Improve Customer Self-Service The Do's and Don’ts of Digital Self-Service One in Every Five Contact Centres Make This Surprising Self-Service Mistake Does Self-Service Really Reduce Call Volumes? Related Reports Guide: How to Choose an AI-Powered Conversational Self-Service Solution Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter