This site uses cookies to improve your experience. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country, we will assume you are from the United States. Select your Cookie Settings or view our Privacy Policy and Terms of Use.
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Used for the proper function of the website
Used for monitoring website traffic and interactions
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Strictly Necessary: Used for the proper function of the website
Performance/Analytics: Used for monitoring website traffic and interactions
The traditional call center industry standard servicelevel is 80/20, or 80% of calls answered within 20 seconds, but there are a few reasons why this might not always be an optimal number. This is also known as AbandonmentRate , another important call center metric.
A 2014 AMEX survey found that the maximum amount of time customers are willing to wait is 13 minutes. Unsurprisingly, longer call hold times are directly correlated to higher call abandonmentrates; people often give up and hang up before they get through to a support agent. Long Wait Times Result in Bad Press.
As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and servicelevel will become increasingly favored over metrics like Average Handling Time. Reducing AbandonmentRate ( read the success story ). Call Center Trends 2014.
We organize all of the trending information in your field so you don't have to. Join 34,000+ users and stay up to date on the latest articles your peers are reading.
You know about us, now we want to get to know you!
Let's personalize your content
Let's get even more personalized
We recognize your account from another site in our network, please click 'Send Email' below to continue with verifying your account and setting a password.
2014 
61 
Let's personalize your content