It is Most Common to Keep Calls, Emails and Outbound Calls Separate

A graph depicting the levels of call blending in a contact centre

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According to our poll, 36% of contact centres do not blend calls, emails and outbound calls, instead keeping the three channels separate.

Poll – “Do you blend calls, emails and outbound calls?” – answers

They are kept separate – 36%
We do some blending but it is not widespread – 15%
We blend calls and emails – 24%
We blend inbound and outbound calls – 12%
We blend calls, emails and outbound calls – 24%

Source: Call Centre Helper webinar: 7 strategies to deal with Queues Sample size – 140 Date: January 2013

Author
Jo Robinson

Jo Robinson has worked at Call Center Helper since 2007. She started off as News Editor and is currently Operations Manager. Jo quality checks a large number of the articles on Call Centre Helper, along with caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn

It is Most Common to Keep Calls, Emails and Outbound Calls Separate

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