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
Author: Jo Robinson
Published On: 1st May 2015 - Last modified: 23rd Sep 2019
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