B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Recent
62%
62% -- share of interactions via live calls for contact centres (2025)
62% of interactions happen via live calls in contact centres.
Attribution:
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Lighthouse Research Team
Last verified:
·
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Source verified
Evidence graded
Value
62%
Unit
Percentage
Data Vintage
2025
Entity
Geography
EMEA
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
50
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
Steve Morrell
Primary
Tier C
https://insights-me.com/human-vs-automation-contact-centers/ ↗
Source Article
Human vs. Automation: The Contact Centre Battle Customers Are Winning
Human vs. Automation: The Contact Centre Battle Customers Are Winning
It’s a showdown in contact centres: automation versus the human touch. Businesses love the speed of chatbots and IVRs, but customers? They’re still reaching for the phone, craving real conversations. With 62% of interactions happe…
Original Research
Steve Morrell
· Original study ↗
Methodology
Cited from Steve Morrell's research; secondary blog source
Methodology documented
Segmentation
IndustryRetail
RegionEMEA
Channelvoice
Cite this stat
Plain Text
contact centres: 62% share of interactions via live calls. Source: Steve Morrell (2025). Via Lighthouse Intelligence -- https://lighthousedata.io/data/contact-centre-live-call-interactions-62
HTML Embed
<blockquote cite="https://lighthousedata.io/data/contact-centre-live-call-interactions-62" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>62%</strong> -- share of interactions via live calls for contact centres<br><small>Source: Steve Morrell (2025) · <a href="https://lighthousedata.io/data/contact-centre-live-call-interactions-62" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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