Self-Service Levels are as Low as 1% in Some Contact Centres

From the results in our poll, it is seemingly clear that there are low levels of self-service in contact centres, with just one in 25 organisations aiming to handle more than half of their enquirers through self-service.

In fact, nearly 80% are aiming for a figure that is less than a quarter of all contacts.

Poll – “What percentage of overall inbound customer enquiries are you targeting for self-service in 2016?” – answers

• 1-5% self-service – 19%
• 6-10% self-service – 30%
• 11-25% self-service – 30%
• 26-49% self-service – 17%
• 50%+ self-service – 4%

Source: Call Centre Helper Webinar Poll – Webinar: 10 Predictions for 2016     Sample size – 137     Date: January 2016