omnichannel call center software

A study across millions of customers service & sales calls in various vertical industries

Every December we turn introspective. As leading contact center solution providers, we study key performance data across diverse call centers including average talk time, queue times, speed of answer,wrap times, outbound call pickup rates, and more.

This year we took a sample set of 24 million calls made on our platform by 61914 active agents. The contact centers belong to erprises, start-ups, small and mid-sized businesses across education, real estate, travel, finance, eCommerce, food & restaurants, pharma, and banking. It includes a study of customer service as well as telemarketing, inbound sales, and outbound sales calls.

Key Performance Metrics

What did we measure?

Inbound Calls

Inbound calls are primarily for customer support and order processing some sectors, these inbound calls include inbound sales calls. This study aggregated key customer experience and agent performance metrics across these calls including Time in Queue, Abandonment Rates, Speed of Answer, Hold Times, Talk Times, and After Call Work.

Outbound Calls

Outbound calls include sales calls as well as outbound customer service and confirmations calls. Here the number of outbound calls dialed and answered are a key indicator of performance. Therefore, we studied both the calls dialed per agent as well as average Pickup or Answer Rates.

Inbound: Customer Experience Metrics

Did callers endlessly wait in queues, abandon calls, or get connected fast?

Average Time in Queue (AWT)