Contact Centre Professionals: Just 20-39% of Traffic Will Come From Calls in 2020

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Written by Jo Robinson

The majority of contact centre managers believe that 20-39% of their traffic will come from phone calls in 2020.

Poll – In 2020, What percentage of your traffic will be phone calls? – answers

0 – 19%: 11%
20 – 39%: 43%
40 – 59%: 33%
60 – 79%: 11%
80 – 100%: 1%

Source: Call Centre Helper Webinar: Contact Centre of the Future Sample size – 196

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

Contact Centre Professionals: Just 20-39% of Traffic Will Come From Calls in 2020

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