Idle Time Falls to All-Time Low

365

New research has shown that idle time has reduced to an all-time low of 8.4%.

Talk time for 2015 was 55.1%, which has been a steady increase since 2012.

Research also highlights a range of other metrics including an average mean for First Call Resolution of 75% and average speed to answer of 35 seconds.

Call abandonment rate – 5.4%
Call duration (service) – 298 seconds (4m 58s)
Call duration (sales) – 394 seconds (6m 34s)
Call transfer rate (excl. receptionists) – 8.4%
Cost of inbound call – £3.55
Cost of outbound call – £3.30

This research has been taken from the 2015 UK Contact Centre Decision-Makers’ Guide.

Author
Rachael Trickey

Rachael Trickey first joined Call Centre Helper in 2010. She has acquired extensive knowledge of call centre technology and the key players in the contact centre Industry.

Rachael is an Account Manager at Call Centre Helper, helping our current customers especially with Webinars and Social Media.

Connect with Rachael on LinkedIn

Idle Time Falls to All-Time Low

Share...