Friday, June 10, 2005

Quality Monitoring Stats

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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