Is Customer ‘Noise’ Overwhelming Your Service Operation Right Now?

9th September 2021

Analysis by Davies Consulting has repeatedly found that between 45% and 60% of contact centre activity is ‘noise’ – unnecessary interactions that serve to smother a service operation and reduce its effectiveness. 

Lee Mostari, Director of Insight and Analytics at Davies, examines what organisations can do to bring noise levels down, and what opportunities this creates.

First-time visitors to a busy contact centre are often taken aback at just how loud the environment is. Of course, it makes sense; there are dozens of voices speaking simultaneously, making it almost impossible to the casual ear to get a sense of any of the conversations. But those who work there every day quickly become accustomed to it, drowning out the chat of their colleagues to focus on a single customer call.  

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