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
