Contact Centre Research

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

Published On: 5th Aug 2026 10:08

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

Reviewed by: Robyn Coppell

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

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