10-24% of Contact Volumes is Generally Made Up From Repeat Contacts

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According to our poll, in their usual contact volumes, over half of the industry regularly deals with 10-24% of repeat contacts.

Poll – “What percentage of your contact volume are repeat contacts?” – answers

0-4% of contact volume – 4%
5-9% of contact volume – 18%
10-24% of contact volume – 54%
25-49% of contact volume – 20%
50+% of contact volume – 4%

Source: Call Centre Helper webinar: Understanding Why Your Customers Are Contacting You Sample size – 99 Date: March 2016

Author
Megan Jones

Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.

She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.

Connect with Megan on LinkedIn

10-24% of Contact Volumes is Generally Made Up From Repeat Contacts

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