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Telling a Story with Low Call Volume Messages in this topic - RSS

chet.g.melvin
chet.g.melvin
Posts: 2


10/23/2015
chet.g.melvin
chet.g.melvin
Posts: 2
Even though our contact center may receive low call volume around certain issues, we are confident that the volume is low only because all customers are not taking the time to call. Basically, the calls we receive are the "tip of the iceburg" in terms of customers making their voices heard. We were hoping there was a percentage calcuation (even if it's a huge approximation), that will help us translate call volume into a percentage of population. At a past contact center conference, I remember one of the instructors issuing some type of statement that read, "for every 1 caller, there are usually 20 that are experiencing the same issue". If there is anyone who knows this stat or something very similar, please let me know. Thank you.
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