Average Dialer Idle Time

[jhybergr]

Hello,

I am looking to find out what average dialer idle times are for a call center. We are a collections shop for financial products and currently have an average idle time of 27 seconds. I am looking to find a Best practice, and think that maybe our time is too high compared to the industry.

Thank you.

[Dialer]

It should only be about 5 to 8 seconds!!! 27 seconds is way too long. Who's dialer do you use? Just curious. I use Jade Technologies and my idle time is never 27 seconds.

[useddialers.com]

How many agents are you dialing with?
What is your abandonment rate?
Are you calling fresh leads or recycled leads?
Are you calling in day time or night time?
Are you calling business to business or business to residential.

All of that being said, a typical wait time for 4 agents is about 20 seconds or less, 8 agents is 15 seconds or less.

You could throw the tsr rule out the window and be talking to people every 2 seconds or dialing business to business, etc to decrease those numbers but they are good averages.

[useddialers.com]

Total number of agents, average call length, ratio of lines to agents, business to business, business to residence and many more. Average wait time is usally under 20 seconds for anything over 6 agents speaking generally.

[btungate]

How can you be so sure what the average idle time should be without knowing the type of business and whether or not they leave answering machines for the agents or not? Not to mention, sure you have a five second idle time, but what is your abandoned rate?