We have a client who is asking for an SLA of calls answered within 6 rings - how many seconds is 6 rings on average?
15 May 2018 12:16:05
Call Centre Helper
In the UK the ring c...
In the UK the ring cycle is 3 seconds 0.4 second on, 0.2 second off, 0.4 second on, 2 seconds off. So 6 rings would be 18 seconds (i.e. before the 7th ring). But if you have to answer before the 6th ring, then it would be 5 x 3 seconds = 15 seconds.
In the USA the ring cycle is 6 seconds - 2 seconds on and 4 seconds off.
You also have to define what percentage of calls you want answered in 6 rings as statistically it is almost impossible to answer 100% of calls in 6 rings.