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

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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

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.

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