Need Benchmark for Call Reaction Time

Six Sigma – iSixSigma Forums Operations Call Centers Need Benchmark for Call Reaction Time

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    Hi all,
    in our company we collect the average reaction time for calls to our IT Hotline Services. Over more then 4 years we reached the following level:
    92,3% of the calls get an reaction after less than 4 hours.

    Is this an average percentage? What experience does other companies have? I have no idea at all.



    Thanks for your comments. Yes you are right, averages are not telling much about the process. Unfortunately it is common practice to present those averages in a service level report. Often the managers forget the question “what do our customers expect from us?”. The customers don´t applaude if reaction time improves one percent, they look look at the calls which are not solved. That´s what they remember.

    Chris, you are right password resets are almost 20% of all the calls in my company, and these calls are solved in less then 2 hours.

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