Idle Time Falls to All-Time Low

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.