From time to time we will publish interesting industry stats that we come across. Feel free to add comments or your own stats to this blog. Credit and a hyperlink will be attributed.
From Benchmark Portal and Dr. Jon Anton, noted expert on customer service -
"Based on our research, call centers that use monitoring or coaching software show measurable improvement in average talk time, average after-call work time and the number of calls resolved on the first contact. We observe the following differences among those that do monitor: a) average speed of answer is 19% lower, b) average talk time decreases by 29% and c) after-call work time is nearly three times lower."
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