Over 50% of Calls Could be Resolved Via Self-Service

Over 30% of contact centre managers believe that over half of their calls could be handled via self-service, with better planning.

In fact, 16% of the overall voters believed that self-service could resolve more than 75% of the calls they receive.

Poll – What % of calls handled by live agents could be handled via self-service with better planning? – answers

• 0 – 5%: 10%
• 6% – 10%: 14%
• 11% – 20%: 18%
• 21 – 50%: 26%
• 51% – 75%: 15%
• Over 75%: 16%

Source: Call Centre Helper Reader Poll   Votes: 160