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Performance & Benchmarking
This year we have decided to enter for several of the Call Centre Awards. Being a fairly small business we have not had the time, or resources, to enter previous years awards.
Upon examining the past winners results, and carrying out a comparative benchmarking exercise, we have been pleasantly astonished. Our investigations have revealed that our performance exceeds previous award winners by significant margins, as per the examples shown below.
Average time to answer all calls.
- Benchmark UK Call Centres
- 33 Seconds
- 2006 European Call Centre Winner
- 22 Seconds
- Office Link
- 4.5 Seconds
Abandoned (Lost) Calls
- Benchmark UK Call Centres
- 11%
- 2006 European Call Centre Winner
- 7%
- Office Link
- 2.9%
Calls Resolved on first contact
- Benchmark UK Call Centres
- 70%
- 2006 European Call Centre Winner
- 73%
- Office Link
- 81%
As you can see, the results speak for themselves. Obviously we are incredibly proud of these findings but we aim to exceed these extremely high standards over the coming years.