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
Published On: 25th May 2016 - Last modified: 6th Feb 2019
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