Less Than 50% of Overall Contacts Will be Calls by 2018

When asked about the time period in which call volumes will fall below 50% of all contacts, most of our contact centre professionals agreed that it would happen before 2018.

Whilst this prediction may seem bold, 4% of contact centres have already seen their percentage of voice contact volume drop below 50%.

Poll – “When do you expect your Contact Centre to have less than 50% voice contacts?” – answers

• It already has – 4%
• Within one year (2016) – 3%
• Within 3 years (2018) – 35%
• Within 5 years (2020) – 30%
• More than 5 years – 28%

Source: Call Centre Helper Webinar Poll – Webinar: The Future of Customer Service     Sample size – 106     Date:June 2015