Failure demand is widespread in most contact centres. The average is around 40%. This is typically where people call you because of a failure in a service that you provide, because you have not solved the problem on an earlier call or where you have not provided the right information on your website.
An easy way to measure this is to listen to 100 calls and to score them if they are as a measure of failure demand.
For more information read our article on how to reduce failure demand