1 in 5 Contact Centres Have an Email Service Level of More Than One Day Related Articles What Are the Contact Centre Service Level Standards? What Is Customer Email Management? – With 10 Tips, Software Advice and Mistakes to Avoid How to Calculate Contact Centre Service Level How to Refocus Team Leaders From Spending Too Long on Email 1,597 Filed under - Contact Centre Research, Email, Polls, Service Level 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 Published On: 8th Jul 2016 - Last modified: 25th Oct 2021 Read more about - Contact Centre Research, Email, Polls, Service Level Recommended Articles What Are the Contact Centre Service Level Standards? What Is Customer Email Management? – With 10 Tips, Software Advice and Mistakes to Avoid How to Calculate Contact Centre Service Level How to Refocus Team Leaders From Spending Too Long on Email Related Reports Webinar Replay: 5 Clever Ways to Improve Your Service Levels Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter