Many Contact Centre Calls are a Result of Failures in Other Departments

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On average, over one in five calls made to the contact centre are the result of a complication concerning another department of the company.

Whilst, a lot of this will depend on the industry in which your contact centre lies, it is still a great shock to see that as many as 15% of participants, in our poll, saying that over 50% of calls were due to complications in other realms of the business.

Poll – “What Percentage of Calls are a Result of a Failure in Another Department?” – answers

0-9% – 15%
10-19% – 21%
20-29% – 28%
30-49% – 21%
50% – 15%

Source: Call Centre Helper Webinar Poll – Building A Culture Of Continuous Improvement Sample size – 62 Date: January 2017

Author
Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

Connect with Robyn on LinkedIn

Many Contact Centre Calls are a Result of Failures in Other Departments

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