What is the average handle time for a contact centre call?

Customer Engagement

10 seconds10%

30 seconds46%

1 minute23%

2 minutes19%

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IT Manager in Manufacturinga year ago

It really depends on the nature of the work.  30 seconds would be very simple calls

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What is the average first call resolution rate for a contact centre in your organization?

40%25%

50%34%

60%26%

70%14%

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What is the primary purpose of a contact centre in your organization?

To provide customer service31%

To make and receive phone calls37%

To generate sales leads7%

To provide technical support23%

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