Contact Centre Traffic is on Average 60-79% Phone Calls

Over two fifths of contact centres record their telephone traffic as between 60-79% their overall traffic.

In fact, according to our poll, it is very unlikely for phone calls to be anything less than 40% of a contact centre’s overall traffic, with only 8% confirming that their’s was indeed lower than this percentage.

Poll – “What percentage of your traffic today is phone calls (voice)?” – answers

• 0  – 19%: 4%
• 20 – 39%: 4%
• 40 – 59%: 22%
• 60 – 79%: 41%
• 80 – 100%: 29%

Source: Call Centre Helper Webinar: Contact Centre of the Future    Sample size – 196     Date: June 2014