B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Recent
20%
20% -- preventable inbound contact share for contact centres across industries (2025)
Between 20% and 40% of inbound customer contacts across industries are preventable.
- Proportions vary by company and sector
- Reported as a range of 20% to 40%
Attribution:
View source
Lighthouse Research Team
Last verified:
·
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Source verified
Evidence graded
Value
20%
Unit
Percentage
Data Vintage
2025
Entity
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
75
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
Gartner / McKinsey / SQM Group / COPC
Primary
Tier B
https://insights-me.com/eliminate-preventable-contact-centre-volume/ ↗
Source Article
AI Alone Won’t Transform Your Contact Centre: Eliminate Preventable Volume First
AI Alone Won’t Transform Your Contact Centre: Eliminate Preventable Volume First
Every contact center leader feels pressure to modernize by adopting AI, digitizing everything, reducing costs, and improving customer experience (CX). But before you optimize, automate, or modernize anything, you need t…
Original Research
Gartner / McKinsey / SQM Group / COPC
· Original study ↗
Methodology
Range cited as aligning with research from Gartner, McKinsey, SQM Group, and COPC; midpoint used
Methodology documented
Segmentation
Industrymarketing
RoleAll marketers
Channelmulti-channel
Cite this stat
Plain Text
contact centres across industries: 20% preventable inbound contact share. Source: Gartner / McKinsey / SQM Group / COPC (2025). Via Lighthouse Intelligence -- https://lighthousedata.io/data/preventable-inbound-contacts-range
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<blockquote cite="https://lighthousedata.io/data/preventable-inbound-contacts-range" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>20%</strong> -- preventable inbound contact share for contact centres across industries<br><small>Source: Gartner / McKinsey / SQM Group / COPC (2025) · <a href="https://lighthousedata.io/data/preventable-inbound-contacts-range" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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