Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume VIII, Issue 8

Date: August 1, 2007 - Abandoned Calls

Research (Dimension Data’s annual worldwide contact center survey) shows that Americans are impatient when waiting in queue, and are quicker to abandon calls than consumers throughout the rest of the world.

 Americans are willing to wait an average of only 37 seconds for their calls to be answered.  The rest of the world has greater patience:

  European, Middle East, and African consumers are willing to wait 67 seconds

Asia-Pac consumers are the most patient at 72 seconds

What’s your average queue time?  Your Average Speed of Answer?  (do you know?)

Here’s some best practice statistics for you to compare yourself to.

Where are you?  Are corrections needed?  My caveat regarding statistics:  Use them as guidelines, not hard and fast rules.

Remember, people don’t care what you know, until they know you care.


2007 Human Technologies Global, Inc. All rights reserved.

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