What is Call Center Average Wait Time and 3 Ways to Reduce It


The longer you make them wait, the less important they feel. Knowing how long it takes to answer customer calls can help you answer that question, and Average Wait Time has become a contact center key performance indicator for just that reason.

Is an 80/20 Service Level Your Call Center’s ‘North Star’?


If most call center teams had to pick a “North Star” it would be service level, which measures the length of time callers wait to reach an agent. Service level is always given as a pair of numbers: a percentage value and a time value in seconds. Understanding Industry Benchmarks.

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Why an 80/20 Service Level is Wrong for Your Call Center


It gives the industry a universally understood way to talk about how quickly customer calls are answered by support agents. Service level is always given as a pair of numbers: A percentage value and a time value in seconds; it has nothing to do with the Pareto Principle.

Call Center 101 – The Golden Rules of SLAs [Whitepaper]


Anyone working in the service industry, be it in retail, health or finance, should get the low-down on Service Level Agreements (SLAs), and fast. If it’s crunch time and you’re looking to quickly study up on SLAs, look no further. Read on: You’ll be an expert in no time.

Managing Call Queues for Customer Service Call Centers

Tenfold - Contact Center Blog

Call centers use a variety of methods, tools, and practices to lower the average time that a caller spends in the call queue. The goal is to have the lowest average call queue time possible, which will result in more effective service and happier customers. That takes some time.

TOP 20 Call Center Metrics Managers Can’t Ignore (FREE EBOOK)


Call Abandonment Rate. Average Waiting Time. Occupancy Rate. Average handling time. Transfer rate. Hold time. Contact Rate. Hit Rate. Success Rate. Talk Time. How to calculate the FCR rate? Occupancy Rate.