Make Industry Benchmarks and Best Practices Work for You

FULFILLMENT/CUSTOMER SERVICE

Call response time. The standard benchmark: 80 percent of all incoming calls should be answered within 20 seconds. The remaining 20 percent should be answered within 1.5 minutes.

Your average speed of answer (ASA) also is important, and the norm is around 30 seconds. If that’s your ASA, then your call-abandonment rate will be about 5 percent. If you often answer calls in five or more rings and/or have customers on hold for more than 60 seconds, use an overflow call center service until you reach these goals.