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


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

Published On: 4th May 2016 - Last modified: 25th Oct 2021
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