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Callcentre - Home. 27 to 40% of inbound contact centre contacts received are increasingly seen as unnecessary or wasted. 27 to 40% of inbound contact centre contacts received are increasingly seen as unnecessary or wasted. Research, which was sponsored by Sabio and conducted with the Call Centre Association member organisations, identified the most common of these calls as: Chasing calls – e.g. from customers unsure of deliveries, application processes or next actions which occur when the reassurance, process or sequence of events have not been adequately communicated to customers.
Calls due to poor outbound communication – e.g. complicated pricing, complex legislative information or over-detailed forms. Call centre failure – e.g. agents neglecting to take action, no follow-up or incorrectly closing a task. Cost benefits and improving customer service are key drivers for organisations looking to decrease the number unnecessary or avoidable inbound calls. Relation clients à distance.
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