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
Author: Jo Robinson
Published On: 2nd May 2015 - Last modified: 18th Feb 2020
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