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Need Benchmark for Call Reaction Time

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

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  • #54545

    Carla
    Guest

    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.

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    #196042

    Carla
    Participant

    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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