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research 10 illu

Call center benchmarks

So what kind of service do you need to provide to be on par with the best call centers in the world? Based on the benchmarking data we collected, you can compare the performance of your team with others.

Our research shows that the average call center receives 4,400 calls per month. This number includes all picked up, missed, blocked, and dropped calls. To break this statistic down further, research indicates the average call center picks up 200 calls per day, 1,000 per week, 4,000 per month, and misses 48 calls per month. This number can be drastically different depending on the number of customers you have and the industry you’re in. This benchmark doesn’t necessarily showcase if your call center support is good or bad but instead provides an idea of monthly call center volume and usage.

The next benchmark is the call center first contact resolution rate. This benchmark indicates how many calls are resolved during the first call. The global call center first contact resolution rate is between 70-75%. The benchmark suggests that most call center agents can resolve customer problems on the first try without following up or doing extra tasks to reach problem resolution. 

But what about calls that aren’t resolved on the first try? Call center benchmarks indicate that the average call escalation rate is 10%. In addition, the average number of call center transfer rates is 9.9%, and a typical caller is transferred 2.6 times before their issue is resolved.

Next, let’s look at average call handling time, also known as AHT. Average handling time is the average duration of the entire customer call. It includes total talk time, all hold times, transfers, as well as after-call work. The average call center benchmark for AHT is 6 minutes. The average call duration is 302 seconds or 5 minutes and 2 seconds, and the call center hold time average is 25.8 seconds.

After knowing the average call handling time, we can break down the benchmark even further. On average, call center agents spend 31.8 minutes out of one activity hour talking to customers. In addition, they spend 5.22 minutes out of one activity hour being idle, 10.2 minutes on post-call wrap-up, and 15.96 minutes in meetings, training sessions, or on breaks. However, most call centers aim for 85 to 90% schedule adherence – meaning that every hour, agents are available to handle customer calls or after-call work for 54 minutes.

#Nejaké hashtagy
#Hashtagy

The call center first contact resolution rate is between

70-75%

Astute

#Hashtags

The average call center call volume is

4,400

calls per month.

LiveAgent

#Hashtags

The average call center handling time (AHT) is

6 min

Geckoboard

research 10 6min

#Hashtags

The call center hold time average is

25.8 sec

LiveAgent

research 10 258sec

#Nejaké hashtagy
#Hashtagy

On average, call center agents spend

31.8 min

out of one activity hour talking to customers.

Contact Babel

#Hashtags

The average call center call duration is

302 sec

or 5 minutes and 2 seconds. 

Contact Babel

research 10 302sec

#Hashtags

On average, call center agents spend

5.22 min

out of one activity hour being idle.

Contact Babel

research 10 522min

#Hashtags

On average, call center agents spend

15.96

minutes out of one activity hour in meetings, training sessions, on breaks, and other things.

Contact Babel

#Hashtags

Call centers have a goal to keep the percentage of calls blocked within

2%

for inbound calls.

Voxco

research 10 2percent

#Hashtags

The industry standard is a

5-8%

call abandonment rate.

Voxco

research 10 5 8percent

#Hashtags

The traditional service level in the contact center is to answer

80%

of calls in 20 seconds.

Call Centre Helper

research 10 80percent

#Hashtag
#hashtag2

The average speed of answer (ASA) for call centers is

34.4 sec

Contact Babel

#Hashtags

On average, call center agents spend

10.2 min

out of one activity hour on the post-call wrap-up.

Contact Babel

#Hashtags

The average number of call center transfer rates is

9.9%

Contact Babel

research 10 9 9percent

#Hashtags

Most call centers aim for 85 to 90% schedule adherence – meaning that every hour, agents are available to handle customer calls or after-call work for

54 min

Avoxi

research 10 54min

Just like every communication channel, call centers experience call abandonment. According to Voxco, the industry standard is a 5-8% call abandonment rate. Call abandonment measures how many callers disconnect or hang up a call before speaking to an agent or representative. Having higher call abandonment rates than the industry average can indicate that you need to hire more agents to reduce call queues. Customers often abandon calls because hold times are too long, and there are no callback options. However, if callback options are available, on average, 37% of callers request a callback.

Another call center benchmark that is important to measure is the number of blocked calls. Most call centers aim to keep the percentage of calls blocked within 2% for inbound calls. A call center blocked call rate can be defined as the proportion of incoming calls that receive a busy tone. A high call center blocked call volume can indicate that your business is missing out on new sales opportunities because customers aren’t getting through to your business.

Most call center agents want to know how fast they need to answer customer calls to be on par with industry leaders. According to our research, the traditional service level benchmark in contact centers is to answer 80% of calls in 20 seconds, and the average speed of answer (ASA) is 34.4 seconds. However, answering calls this fast isn’t always possible. Statistics across different industries showcase that the actual fastest call pick-up time is 30 seconds, the average is 43 seconds, and the slowest is 10 minutes

As for call center efficiency, the average contact center that consists of 10 call center agents and six call center departments should have an occupancy rate between 85% and 95%. In addition, the average call center agent should also resolve 20 calls per day.

Last but not least, let’s talk about costs. The average cost per inbound call is $5.50, and the average cost per outbound call is $6.46. When compared to other channels, the prices are relatively the same, apart from self-service. For example, phone, live chat, and email cost an average of $8.01 per contact, while self-service channels cost about $0.10 per contact.

#Hashtag
#hashtag2

On average,

37%

of callers request a callback.

LiveAgent

#Hashtags

The average cost per inbound call is

 

$5.50

and the average cost per outbound call is

$6.46

Contact Babel

#Hashtags

A typical caller is transferred

2.6

times before their issue is resolved.

LiveAgent

research 10 26

#Hashtags

A contact center should have an occupancy rate of between

85%
& 95%

Fonolo

research 10 85 95

#Hashtags

The average number of calls picked up per

day – 200

week – 1 000

month – 4 000

LiveAgent

research 10 day week month

#Hashtags

On average, call centers have

48
missed

calls per month.

LiveAgent

research 10 48missed

#Hashtags

The average call pick-up time is

43 sec

LiveAgent

#Hashtags

The average call center has 

6

depart
ments

LiveAgent

research 10 6departments

#Hashtags

On average, a typical call center has

10

call
center

LiveAgent

research 10 10callcenter

#Hashtags

An average contact center agent resolves

20

calls
per day

LiveAgent

research 10 20call

#Hashtags

Response time:

Fastest – 30 sec.

Average – 43 sec.

Slowest – 10 min.

LiveAgent

research 10 fastest avg

#Hashtags

The average call escalation
rate is

10%

Astute

research 10 48missed

#Hashtags

Phone, live chat, and email cost an average of 

$8.01

per contact, while self-service channels cost about

$0.10

per contact.

Gartner

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