Make Industry Benchmarks and Best Practices Work for You

You can reduce call length by printing the customer’s account number on each mail piece and order form. For prospects, use “finder numbers” in place of customer numbers. This will enable your system to look up names and addresses automatically, rather than your reps typing in these data.

Call abandonment. Try to keep your abandonment rate at around 2.5 percent or less. Using an overflow service will help manage peaks in call volume.