Contact Centres are Confident in Handling a Significant Call Volumes

How-confident-are-you-that-your-Contact-Centre-could-cope-with-a-significant-increase-in-call-volumes
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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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1 Comment

  • 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!

    Dougie Cameron 18 Nov at 10:07