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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. When compared to other channels, the prices are relatively the same, apart from self-service. The average cost per inbound call is $5.50, and the average cost per outbound call is $6.46. Last but not least, let’s talk about costs.
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In addition, the average call center agent should also resolve 20 calls per day. 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.Īs 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%. However, answering calls this fast isn’t always possible. 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. Most call center agents want to know how fast they need to answer customer calls to be on par with industry leaders. 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. 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. On average, call center agents spend 31.8 minutes out of one activity hour talking to customers. The average call duration is 302 seconds or 5 minutes and 2 seconds, and the call center hold time average is 25.8 seconds.Īfter knowing the average call handling time, we can break down the benchmark even further. The average call center benchmark for AHT is 6 minutes. It includes total talk time, all hold times, transfers, as well as after-call work. Average handling time is the average duration of the entire customer call. Next, let’s look at average call handling time, also known as AHT. 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.
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But what about calls that aren’t resolved on the first try? Call center benchmarks indicate that the average call escalation rate is 10%.