I am looking for stats on Call Centre's Service Level benchmarking. We currently work to 95% of calls answerred in 10 seconds. This a 3 year target set by our parent company, and I have been try to get this reviewed for about a year. Finally I have managed to get the go ahead to produce a recommendation to our executives.

I am looking for benchmarking figures from all sectors. I am guessing that the average is around 80% in 20 secs.

Also I am considering having a different GOS for my existing customers and a higher GOS for new customers,

e.g. existing 80% in 20s and new 90% in 10s.

Has anyone used this method before ? If so can you summarise benefits and any problems that you encountered.

PS. This is my first time on this website and I am very impressed. Good work.

Paul

Why not be a bit radical here and look at producing a metric for results rather than actions!

Instead of just looking at process, picking up the phone and dropping it again... Look at measuring the Customer Experience. This after all is why you guys exist isn't it?

David

I recommend you contact the folks at callcenterconcepts.com--they are true professionals with multiple years of expierence in the industry.