It is the norm for call centres to have a goal of answering 80% of their calls in 20 seconds. Are there benefits to shortening or perhaps even lengthening this wait time?
In this article from CallCentreHelper.com, the acceptable call centre hold time (also known as wait time) is explored. Read this article to help you find the ideal wait time and service level in a queue for your contact centre.
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Cinareo provides robust resource planning and financial analysis to cost-efficiently manage front and back-office staff, as well as all support staff (e.g., supervisors, trainers, quality assurance, managers), to provide accurate capacity planning, recruitment and training planning, and enhance executive decision-making with multi-variable what-if scenarios. Find out how it works