Solvvy

FEBRUARY 5, 2020

Learn What Industry Benchmarks Look Like. We’ve previously gathered some common customer service benchmarks for all companies to use as guidance, which include: Acknowledgement rate: 100%. Time to first response: 60 minutes. Total handle time: 24 hours. Take Zappos, for example.

Customer Service 64

Customer Service Benchmark Average Handle Time Self service 64

Solvvy

JANUARY 7, 2020

What types of support requests do you prefer to handle via self-service v. a guided service experience? What brands in this industry have provided you with great customer service, and what’s impressed you about them? Are you able to easily set up account preferences?

Average Handle Time 48

Average Handle Time Self service Benchmark Customer Support 48

SharpenCX

MARCH 5, 2020

Average handle time decreases because agents don’t waste time searching for information. Get the ebook. Set benchmarks specific to business objectives. There’s no question that all contact centers share a universal goal: to provide excellent customer service. Keep the customer top of mind.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

SharpenCX

MARCH 24, 2020

Getting benchmark data for your own contact center, then working to improve against those metrics, is crucial to better serving customers. Call Centre Helper says generally, the industry benchmark for FCR is between 70 and 75%. And, that time will only decrease as we see more automation and self-service tools.

industry standards 52

industry standards Metrics Call Center Wait times 52

Playvox

JUNE 22, 2023

These metrics or key performance indicators (KPIs) are put in place to help leaders benchmark and track improvements to agent performance, call center operations, and ultimately how these metrics lead to improved customer service delivery and outstanding customer experience. Want to learn more about key call center efficiency metrics?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52