Contact Centre Research

10-24% of Contact Volumes is Generally Made Up From Repeat Contacts

Published On: 4th May 2016 10:18

According to our poll, in their usual contact volumes, over half of the industry regularly deals with 10-24% of repeat contacts.

Poll – “What percentage of your contact volume are repeat contacts?” – answers

0-4% of contact volume – 4%
5-9% of contact volume – 18%
10-24% of contact volume – 54%
25-49% of contact volume – 20%
50+% of contact volume – 4%

Source: Call Centre Helper webinar: Understanding Why Your Customers Are Contacting You Sample size – 99 Date: March 2016

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

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10-24% of Contact Volumes is Generally Made Up From Repeat Contacts

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