While every business would like to have every call answered by a live person every time and while every business would like for all information to be totally accurate 100% of the time, business owners must realize that almost no system works perfectly. You know that even your own staff will make mistakes from time to time and you know calls can be missed on occasion by your staff, your staff is human after all.
So what expectations should you have for your call center or answering service? What is considered "quality" performance when gauging a call center's productivity? From a client perspective, excellent call center performance can be guaged by three main statistical criteria:
- Average Ring To Live Operator Answer - 2 rings or less
- Average Percentage Of Calls Answered By Live Operator - 85% or greater
- Average Length Of Hold Time For Callers - 45 seconds or less
A quality call center can be an enormous help to many businesses, but have limitations just as any other business. Ours is a business powered by people and people can make mistakes. We think one of our best qualities is how we react to those mistakes to insure they are not repeated in the future. People are also our biggest strength; cheery, helpful and efficient operators can add immeasurably to the satisfaction of your clients.
Give us a call and discover the AnswerFirst difference: 1-800-645-2616