Global Response

MARCH 1, 2022

The call center for this business handles a large volume of incoming customer service calls, often related to membership or subscription questions, technical support or general customer service inquiries. Industry standard for this metric is 80/30, which means answering 80% of calls within 30 seconds.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

Callminer

AUGUST 1, 2017

Our solution, VIA Contact Centre, is actually an adapted form of Skype for Business that offers added benefits to the contact center like call recording, smart agent selection, and interactive voice response – the latter is particularly useful as it negates the need for switchboards entirely. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Taylor Reach Group

MARCH 19, 2018

time spent by the customers navigating the IVR menu). Many Contact Center managers assume that a target Service Level of 80 -20 is the industry standard and therefore use that as their own target. Keep in mind that this is time in the queue only and a customer may have already spent additional time in the IVR.

Service level 92

Service level Abandon Call Wait times Call Center 92