Industry Professionals: Less Than 50% of Overall Contacts Will be Calls by 2018


When asked about the time period in which call volumes will fall below 50% of all contacts, most of our contact centre professionals agreed that it would happen before 2018.

Whilst this prediction may seem bold, 4% of contact centres have already seen their percentage of voice contact volume drop below 50%.

Poll – “When do you expect your Contact Centre to have less than 50% voice contacts?” – answers

  • It already has – 4%
  • Within one year (2016) – 3%
  • Within 3 years (2018) – 35%
  • Within 5 years (2020) – 30%
  • More than 5 years – 28%

Source: Call Centre Helper Webinar Poll – Webinar: The Future of Customer Service     Sample size – 106     Date:June 2015

Published On: 11th Nov 2015 - Last modified: 18th Sep 2019
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