Over 30% of Contact Centres Would Not be Confident in Handling a Rise in Call Volumes

How-confident-are-you-that-your-Contact-Centre-could-cope-with-a-significant-increase-in-call-volumes

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No chance! That is how 15% of contact centres responded when asked if they think their contact centre could cope with a rise in call volumes, with a further 16% admitting they would not be confident in such a scenario.

However, more than half of contact centres would be confident in handling this rise, with a combined 57% answering “confident” and “very confident”.

Poll – “How confident are you that your Contact Centre couple cope with a significant increase in call volumes?” – answers
Very confident   32%
Confident   25%
Unsure   12%
Not confident   16%
No Chance!   15%

Source – Call Centre Helper website reader poll Sample – 325 Started – 4 Jun 2013

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Author
Jo Robinson

Jo Robinson has worked at Call Center Helper since 2007. She started off as News Editor and is currently Operations Manager. Jo quality checks a large number of the articles on Call Centre Helper, along with caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

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Over 30% of Contact Centres Would Not be Confident in Handling a Rise in Call Volumes

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