Industry Average for Service Level is changing from 80% in 20 Seconds

Research has shown that, despite the industry standard of 80% of calls being answered within 20 seconds, a significant number of contact centres are moving above that target.

A recent survey by Call Centre Helper, sponsored by NewVoiceMedia, asked over 600 members of the contact centre industry to share their service level targets for telephone calls. This data was captured in percentage/seconds.

The industry standard is 80% of calls being answered within 20 seconds

The results confirm that the well-known industry standard of 80% of calls being answered within 20 seconds is in wide use. This is evident in the large cluster surrounding this data point in the bubble graph.

Leading contact centres are targeting against 90% of calls answered in 20 seconds

However, industry leaders are setting the bar even higher and targeting against 90% of calls being answered within 20 seconds – evident in the smaller yet still significant cluster around this data point.

Further visible clusters on the bubble graph indicate that there is also a trend for 70% of calls being answered in 30 seconds and 85% of calls being answered in 20 seconds.

[Please note, the findings only reflect the targets contact centres have in place – and not the actual figures they achieve.]

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