Call center experience Contact Center industry standards Presentation 
Fonolo
OCTOBER 30, 2018
In WestJet’s Night Before Christmas ad, passengers were asked by a virtual Santa what they wanted most for Christmas and, upon their arrival, a wrapped present was presented to them on the luggage carousel. to highlight how T-Mobile is striving to create a more positive call center experience for its customers.
Global Response
MARCH 1, 2022
First contact resolution (sometimes called first call resolution) is a KPI that measures how frequently a customer’s question or concern is resolved the very first time they contact you. Industry standard for this metric is 80/30, which means answering 80% of calls within 30 seconds.
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