According to our poll, over a fifth of contact centres (21%) believe that over a third of their live inbound contacts could be resolved through self-service.
However, in stark contrast, 18% of contact centres believe that less than one in every 25 contact could be handled through self-service.
“Poll – How Much More ‘Live Inbound’ Could you Convert to Self Service?” – answers
- 0 – 4%: 18%
- 5 – 9%: 21%
- 10 – 19%: 26%
- 20 – 29%: 13%
- 30%+: 21%
Source: Call Centre Helper webinar: 5 Ways to Tune up Your Call Centre Sample size – 99 Date: May 2014
Author: Jo Robinson
Published On: 18th Sep 2014 - Last modified: 25th Oct 2021
Read more about - Contact Centre Research, Polls, Self Service
