Voice Contacts are Expected to Decline by 20% Over the Next Five Years

During a webinar, we asked our audience of contact centre professionals, what percentage of contact is voice, at this time, in your call centre? We then asked them to predict what percentage it would be in five years time.

The results show a a great decline in voice contact is to be expected, with the most popular option for today was “60-79%”, whereas in five years most participants expect it to be “40-59%”.

Poll – What Percentage of Contacts today is Voice – answers

0-20%: 6%
20-39%: 7%
40-59%: 29%
60-79%: 39%
80-100%: 19%

… and in 5 years, What Percentage of Contacts will be Voice answers

0-20%: 9%
20-39%: 33%
40-59%: 43%
60-79%: 13%
80-100%: 3%

Source: Call Centre Helper webinar: 10 Predictions for 2015     Sample size – 125     Date: January 2015