Infographic: How did Contact Centers Perform in 2018?

A visual synopsis of contact center performance in the year that was.

Did you know that 12% callers abandon their calls in the queue? This was in spite of an average queue time of 75 seconds. In the meanwhile, in outbound call centers only 44% of the calls dialed are actually answered. For those who haven’t found the time to download our Contact Center Performance Report  2018-19, here is a quick visual overview. It covers:

  • Average time in queue or how long callers have waited in the queue to listen get connected.
  • How many callers gave up and disconnected while still in the queue, or average abandonment rate.
  • How many minutes agents spent per call or handle times.
  • Average wrap times, or how long agents took to complete their ACW.
  • How many breaks agents take on an average.
  • Average Answer rates in outbound call centers, or how many calls were answered of all the calls dialed in outbound contact centers.

Download a detailed report of the contact center metrics here.

2019-01-10T10:11:49+00:00

About the Author:

Neha is a Digital Strategist at Ozonetel and is focused towards improving the user experience at all digital touchpoints a consumer interacts with everyday.

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