The Average Contact Centre Takes 25 Seconds to Verify a Caller

According to our poll, the average amount of time that it takes a contact centre to verify a caller is 25 seconds, with just 8% being able to do so in less than ten.

Poll – How long does it take you (on average) to identify and verify a caller? – answers

0-10 seconds – 8%
10-29 seconds – 40%
30-59 seconds – 29%
60+ seconds – 8%
We don’t verify callers – 15%

Source: Call Centre Helper Webinar: 10 Predictions for 2015     Sample Size – 125     Date: January 2015