1 in 5 Contact Centres Could Covert 30%+ of Their Traffic to Self Service

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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

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

1 in 5 Contact Centres Could Covert 30%+ of Their Traffic to Self Service

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