According to our poll, 56% of contact centre professionals believe that their practice could cope with a big increase in inbound contacts.
In fact 25% confirmed that they were confident about doing so and a further 31% noted that they were very confident.
Poll – How Confident are you that your Contact Centre Could Cope with a Significant Increase in Call Volumes? – answers
- Very confident – 31%
- Confident – 25%
- Unsure – 12%
- Not confident – 16%
- No Chance! – 15%
Source: Call Centre Helper website reader poll Votes: 327 Started: 4 Jun 2013
Author: Jo Robinson
Published On: 18th Nov 2013 - Last modified: 18th Feb 2020
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This is a fascinating response. I am going to stick my neck out and say 32% of respondents haven’t been tested or have a lot of latency built into their contact centre.
Personally, I would say significant increased volume was +15% and I doubt many call centres, in the short term could cope with more than 5% – especially if the increase lasts for more than a few days.
Most call centres are designed and run to be efficient which is at the opposite end of a see-saw from being flexible!