From the results in our poll, it is seemingly clear that there are low levels of self-service in contact centres, with just one in 25 organisations aiming to handle more than half of their enquirers through self-service.
In fact, nearly 80% are aiming for a figure that is less than a quarter of all contacts.
Poll – “What percentage of overall inbound customer enquiries are you targeting for self-service in 2016?” – answers
- 1-5% self-service – 19%
- 6-10% self-service – 30%
- 11-25% self-service – 30%
- 26-49% self-service – 17%
- 50%+ self-service – 4%
Source: Call Centre Helper Webinar Poll – Webinar: 10 Predictions for 2016 Sample size – 137 Date: January 2016
Author: Megan Jones
Published On: 23rd Mar 2016 - Last modified: 18th Feb 2020
Read more about - Archived Content, Self Service
