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
Author: Megan Jones
Published On: 11th Nov 2015 - Last modified: 14th Jan 2020
Read more about - Archived Content, Polls
