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Customer versus Company: with Contact Centers in the Middle by ProQuest

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A disturbing new benchmarking report from Dimension Data reveals that the average time to answer calls in a call center has climbed to 39 seconds from 23 seconds a decade ago. The same study shows that call abandon rates more than doubled to 14% of all calls in 2007 from just six percent in 1997 and that callers are abandoning a call after waiting on average 45 seconds compared with 53 seconds in 1997. One big accelerant has been customer relationship management. Dimension Data reports that attrition rates leapt to 27% over the past 10 years from 14% while absenteeism hit 11% from just 5%.

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