Contact Centre Research

1 in 5 Contact Centres Have an Email Service Level of More Than One Day

Published On: 8th Jul 2016 08:00

Whilst their is a clear industry standard when it comes to phone calls in the contact centre (80% in 20 seconds) the results of our poll show the same can certainly not be said for emails.

The disparity between certain contact centres is made clear as 21% take more than a day to reply to a email query, whereas 8% reply in a mightily impressive 15 minutes or less.

Poll – “What service level time do you have for emails?” – answers

15 minutes or better – 8%
1 hour – 8%
4 Hours – 13%
1 day – 50%
More than 1 day – 21%

Source: Call Centre Helper Webinar Poll – 10 Ways to Exceed Your Customers’ Expectations Sample size – 79 Date: June 2016

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

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1 in 5 Contact Centres Have an Email Service Level of More Than One Day

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