The Largest Online Community for Contact Centre Professionals
The Largest Online Community for Contact Centre Professionals
Close
23rd February 2023
Failure demand is the term used in call centres when contacts come in regarding a fault of the company within the customer journey. In other words, the business’s failure to do something.
For example, a failure to call back, stock enough of a particular product to align with a marketing campaign, deliver something on time, or something of that nature, which in turn creates extra demand for the contact centre.
When such events occur, this extra demand is known as failure demand.
For more information on failure demand, read our article: Failure Demand – Reducing Cost and Improving the Customer Experience
Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.
She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.
Connect with Robyn on LinkedIn
Read more by Robyn Coppell
The Latest Customer Contact Research, Reports and White Papers straight to your inbox!
Get the latest insights from Call Centre Helper by signing up for our email content.
Close
24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
