North America call centers behind their international counterparts
30 March 2007According to an article on DestinationCRM.com, callers in North America are waiting roughly twice as long to have customer service representatives pick up their call compared to callers in other parts of the world. North American contact centers are taking, on average, 64 seconds to answer calls, while call centers in other parts of the world receive wait times of 31 seconds, based on 2006 numbers from Dimension Data’s ninth annual Global Contact Center Benchmarking Report.
87.3 percent of respondents (from a pool of contact center decision makers) say customer satisfaction is the leading element of development strategies for the future.
Read the full article here.
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