1 in 5 Contact Centres Have an Email Service Level of More Than One Day


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
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