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
