Callminer

AUGUST 1, 2017

A large portion of his work involves helping people increase their call efficiency, especially since the financial services industry depends so much on outbound prospecting over the phone. “ Reduced Queue wait time : This can be done by having a strong dialer that can reroute calls to different agent groups. Scott Nazareth.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Comm100

FEBRUARY 21, 2019

At the close of every year our data team puts their heads together to bring you our annual Live Chat Benchmark Report. For 2018 we analyzed 45 million live chats across 14 industries to expose how you can optimize your live chat strategy and exceed customer expectations. Free Download: Live Chat Benchmark Report 2019.

Benchmark 62

Benchmark Wait times Best practices Accountability 62

Comm100

JANUARY 18, 2022

Every year, we dig into the Comm100 platform to uncover the latest live chat benchmarks so you can understand where your team is performing well, and where it needs some improvement. After all, how do you know if a 20 second average wait time is good, if you don’t know what competitors in your industry are achieving?

Benchmark 52

Benchmark Metrics Wait times Quality management 52

Call Design

JULY 6, 2021

The contact centre industry is the backbone of brands all over the globe. A common grade of service is 70% in 20 seconds however service level goals should take into account corporate objectives, market position, caller captivity, customer perceptions of the company, benchmarking surveys and what your competitors are doing.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Fonolo

MARCH 29, 2018

When it comes to customer service, it’s no secret that long wait times are something to be avoided at all costs. However, if we take a look at the psychology of waiting, we can better understand how companies can actually make their phone queues more efficient, and feel a lot faster than they actually are. Plus So Much More!

Wait times 100

Wait times Construction Contact Center Benchmark 100

Hodusoft

NOVEMBER 6, 2024

Achieving Excellence: Best Practices for Contact Center Performance and Quality Assurance Whether you are an entrepreneur or a professional in the contact center industry or any other sector, you know that implementing best practices can enhance performance by leaps and bounds and drive success.

Best practices 52

Best practices Contact Center Contact center software Abandon rate 52

CSM Magazine

FEBRUARY 19, 2025

The restaurant industry is undergoing one of the most significant technological transformations in its history. Thanks to AI-powered ordering systems, digital menus, and automated processes, long wait times are becoming a thing of the past. These advancements are especially relevant in an increasingly digitalized market.

Customer Experience 52

Customer Experience Chatbots Wait times Feedback 52

Comm100

AUGUST 31, 2021

To truly provide effective support via live chat, teams must look to benchmark data to understand how well they are performing, and where they can improve. Thankfully, with Comm100’s 2021 Live Chat Benchmark Report, analyzing 66 million live chats that passed through the Comm100 Platform in 2020, we can see: The key live chat benchmarks.

Benchmark 52

Benchmark Wait times Chatbots Customer centricity 52

NobelBiz

DECEMBER 3, 2024

Why Forecasting Is Important for Call Centers Enhances Customer Experience The correct number of agents is guaranteed to be available for incoming calls, reducing wait times and improving first-call resolution rates. Service Level Targets Service levels are benchmarks that determine the quality of customer interactions.

Call Center 52

Call Center Workload forecasts Average Handle Time Contact Center 52

Calltools

AUGUST 19, 2020

This data allows them to bolster those areas to meet or even surpass industry standard call center KPI benchmarks, which is essential for your brand’s reputation. Wait time should be one of your most important call center KPI benchmarks. And to customers, a long wait time is anything longer than one minute.

Benchmark 52

Benchmark Call Center Abandon rate Interactive Voice Response 52

CSM Magazine

DECEMBER 2, 2024

The eSports industry is growing at a fast pace, with millions of players and fans engaging in competitive gaming communities every day. For businesses in the eSports industry, offering top-notch customer support is not optional—it’s essential. Why It Helps : Chat and ticketing systems minimize wait time, keeping gamers in the action.

Customer Service 52

Customer Service Multichannel Chatbots Benchmark 52

Comm100

JANUARY 29, 2024

Each year, Comm100 produces its annual live chat performance benchmark report that reveals exclusive and essential data points – and this year is no different. Wait time drops sharply The report shows a positive trend in reducing both wait and response times. Download all the data for free in the link above.

Benchmark 52

Benchmark Wait times Personalization Customer Service 52

Interaction Metrics

FEBRUARY 20, 2025

We also benchmark your NPS against industry standards, providing critical insights that show where you stand compared to competitors. Are they frustrated by long wait times? Run a correlation analysis to look at how NPS connects to key factors (like response times, product quality, or ease of use).

Surveys 62

Surveys Benchmark Feedback Metrics 62

Hodusoft

OCTOBER 22, 2021

Due to its highly competitive nature, it is one of the toughest, and demanding industries. Creating a benchmark that fellow call center employees can strive to emulate or maybe surpass is the key to improving the performance of a contact center. In general, customers do not seem to enjoy long wait times, either.

Call Center 122

Call Center call center software Schedule adherence Wait times 122

Comm100

SEPTEMBER 28, 2022

Before you begin making changes to your service delivery and your staffing practices, it’s important to understand how your organization compares against industry. Live Chat Benchmark Report 2022. Download our annual Live Chat Benchmark Report for free access to the latest live chat data alongside best practices and optimization.

Average Handle Time 98

Average Handle Time Benchmark Wait times Metrics 98

Comm100

MAY 20, 2022

The burden now firmly sits with organizations of all sizes and industries to match these expectations – or lose out on business. Chat and Email Benchmarking Study, they found that “ chat is the highest-scoring channel by a wide margin ”. Lower wait times. Phone support alone doesn’t cut it, and nor does email.

Wait times 95

Wait times Benchmark Sales Personalization 95

Fonolo

APRIL 12, 2022

Attrition rates for the call center industry are some of the highest in the market, and as we continue to feel the effects of The Great Resignation, employee turnover is a huge problem businesses cannot ignore. The best time to address turnover is before it happens. How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 95

Call Center Benchmark Feedback Interactive Voice Response 95

Calabrio

MARCH 22, 2025

Workforce planners: These specialists forecast call volume and customer demand, and optimize agent scheduling to ensure adequate staffing levels and minimize customer wait times. Enable real-time insights and responses Workforce planning doesnt end with the creation of the schedule.

Best practices 52

Best practices Contact Center Management Call Center 52

Maru Group

JANUARY 16, 2019

It’s why we’ve once again undertaken our renowned online benchmarking study to understand what makes a winning digital customer experience in 2019. Our industry-renowned Retail Benchmark report will be released in early 2019. We can report on key elements of best practice and advise brands where and how to improve.

Benchmark 45

Benchmark Customer Experience Best practices Wait times 45

Comm100

FEBRUARY 21, 2019

At the close of every year our data team puts their heads together to bring you our annual Live Chat Benchmark Report. For 2018 we analyzed 45 million live chats across 14 industries to expose how you can optimize your live chat strategy and exceed customer expectations. Free Download: Live Chat Benchmark Report 2019.

Benchmark 40

Benchmark Wait times Best practices Accountability 40

ChurnZero

NOVEMBER 22, 2021

Customers are complaining about extended wait times and an inability to reach their CSM. In this article, we cover: Budgeting Benchmarks: Do They Cause More Harm than Good? Budgeting Benchmarks: Do They Cause More Harm than Good? Benchmarks are helpful in that they show you what other people are doing.

Benchmark 98

Benchmark Finance Best practices Sales 98

Maru Group

JANUARY 16, 2019

It’s why we’ve once again undertaken our renowned online benchmarking study to understand what makes a winning digital customer experience in 2019. ASOS provide an industry-leading digital customer experience across four key areas of the online customer journey: Site search. retail-digital-experience-benchmark-2019.

Benchmark 40

Benchmark Customer Experience Best practices Wait times 40

ShepHyken

APRIL 7, 2023

This week, we feature an article by Manpreet Singh Chawla, senior digital marketing executive at Knowmax , a SaaS-based organization that offers knowledge management solutions for various industries. As a result, consumers may have lengthier wait times, which could lead to angry customers and helpless support staff.

Advertising 120

Advertising SaaS Multichannel Wait times 120

Outsource Consultants

JANUARY 27, 2025

Strategies to Improve Customer Satisfaction KPIs: Clearly define each metric and establish benchmarks. Optimize Average Handle Time (AHT) AHT measures the average time spent on a customer interaction, including talk time, hold time, and after-call work. Offer callback options to reduce customer wait times.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

aircall

MARCH 3, 2021

We’ll also discuss how to benchmark call center software and use it to improve call center performances across various industries. Real-time data is helpful for identifying immediate issues within the call center—such as an increase in call volume—so you can manage it quickly. . Call Center Benchmarks Across Industries.

Metrics 71

Metrics Benchmark Healthcare Call Center 71

Fonolo

SEPTEMBER 19, 2017

One of our goals with the Fonolo blog is to help you stay current on the many aspects of the fast-moving contact center industry. To that end, we’re always on the look-out for new industry research, studies, surveys and whitepapers. Understanding Industry Benchmarks. Who wrote it: The Incite Group. Plus So Much More!

Call Center 89

Call Center Contact Center B2C Surveys 89

Expivia

SEPTEMBER 2, 2021

Service level : How many calls were handled at a given time? Average speed of answer : How long did the callers wait before an agent answered? Longest delay : What was the longest wait time? If you’re new to the industry, occupancy reports should be included with your daily summary. .

Call Center 96

Call Center Average Handle Time Benchmark Best practices 96

Fonolo

FEBRUARY 9, 2023

This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. 3 Problems with the 80/20 Service Level for Contact Centers The case against worshipping service level has been made by many contact center analysts and industry veterans.

Service level 142

Service level Call Center Abandon rate Metrics 142

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. But, it’s important to keep your direct competition in mind when looking at call center metrics & industry standards, too. Industry Standards: How do you Stack Up Against Your Peers?

industry standards 52

industry standards Metrics Call Center Wait times 52

Fonolo

MAY 16, 2018

In any industry, sport, or even a good game of poker, success hinges upon a confluence of many factors: Skill, experience, and favorable timing all shape the path towards becoming a champion. Sure, there are many rules to take note of in the CS world, an industry defined by constant change. Understanding Industry Benchmarks.

Customer Service 90

Customer Service Multi-channel support call center software Call Center 90

COPC

JUNE 24, 2024

Staffing shortages and supply chain disruptions further exacerbate these challenges, leading to longer wait times and reduced service quality. Their Q1 2024 report shows improvements in customer satisfaction across several industries, particularly in retail and e-commerce.

Customer Experience 76

Customer Experience Multichannel Self service Telecommunications 76

Fonolo

OCTOBER 19, 2023

If you’re in the contact center industry, 80/20 service levels are likely nothing new. It’s become a benchmark in the contact center industry, though its origins are not at all scientific nor grounded in research. For example, many callers will tolerate a wait time that is longer than 20 seconds.

Contact Center 81

Contact Center Abandon rate Service level Construction 81

NobelBiz

DECEMBER 19, 2023

Metrics and KPIs in a call center can range from tracking the time agents spend on a task to the number of calls they take per hour. The industry benchmark for supervisor escalation is 10% or less . In addition to reducing wait times, technology in escalation management allows call centers to prioritize high-risk escalations.

Call Center 105

Call Center Management Contact Center Wait times 105

Balto

MARCH 17, 2025

These systems can also detect when wait times exceed acceptable thresholds and alert supervisors in real-time. They utilize key performance indicators (KPIs) such as average handle time and customer satisfaction scores to help agents and managers make informed decisions, identify issues, and enhance operational efficiency.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

Comm100

APRIL 28, 2021

CSAT, or your Customer Satisfaction Score, is one of the best benchmarks for determining how happy your customers are with the service they have just received. See how you stack up: Comm100’s 2021 Benchmark Report found that the average live chat customer satisfaction (CSAT) rate increased by 1.5% Comm100 Free.

Customer Support 58

Customer Support Abandon rate Benchmark Wait times 58

aircall

JULY 13, 2018

In order to keep your provider honest in terms of availability, many service level agreements will stipulate just how long is too long to wait for a response. In many cases, a wait time of longer than a single business day will merit some sort of compensation. Some benchmarks will be easily measurable (e.g.

Service level 90

Service level Technical Support Telecommunications voip 90

aircall

JULY 13, 2018

In order to keep your provider honest in terms of availability, many service level agreements will stipulate just how long is too long to wait for a response. In many cases, a wait time of longer than a single business day will merit some sort of compensation. Some benchmarks will be easily measurable (e.g.

Service level 90

Service level Technical Support Telecommunications voip 90