Call Center Statistics Website

[jacemace]

Is there a website out there with national averages for call center response time stats?

Thanks!
Jason

Please reply to jkol@alphagraphics.com

[IVAN]

I don't know the national averages. But we are an inbound Healthcare Sevice company and our goal is 20 seconds per call.

[Loviems]

I don't know about national averages, but we are a small inbound support group (5 CSRs) for 200 clients using propriarity software. Calls are answered within 4 rings, and then logged into a tracking system. Established response times by any CSR are:
Level 1 (down system) - within 30 minutes / average 8 min.
Level 2 (functioning but getting error messages) - 2 hours / average 40 min.
Leve 3 (questions) - 12 hours / average 58 min.

Emails are monitored continuouisly, and treated exactly the same as a phone call.

Lovie

[tomriver]

I recently attended the NCOF convention, which teaches Call Center and Fulfilment issues. I learned something VERY interersting about response time.

The 80/20 rule was never considered a 'National Average'. It was a common-sense rule that was set down & others followed.

This isn't to say that it's not a valid measurement benchmark, or that we shouldn't bother ourselves with it. What it IS saying is that response time differs by Call Center and Customer Base.

We strive for 80/20, but I met Call Center Managers that shoot from anywhere between 80/30 to 90/10. You need to know what is acceptable for the call volume you produce and the tolerance of your cusotmer base. (It's safe to assume that a Call Center that handles emergency responses requires a 90/5, where perhaps a center that handles Psychic Network calls has less of an urgency! :) )

Hope this helps.