CallCentreVoice Topic Industry standard for Idle time?

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Dave Jeffery on 21 Mar  16:19:14.
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Dave Jeffery
Dialler Administrator
CPP

1 posts

Industry standard for Idle time?  [21 Mar  16:19:14]

I've viewed the excellent Technical forum for some time, and after a request from the powers above i thought i could use a little help for my first post!

The question is regard to outbound dialling, is there any guidelines or industry standard as to how much idle time there should be between calls?

Currently our call breakdown is:

70% Talk
7% Wrap
23% Idle

What sort of figures are other firms working on?


Many thanks in advance
Dave

 

Tony Hudson
Business Unit Manager
Topstrata

6 posts

Idle Time on Predictive  [22 Mar  09:07:25]

Having checked an average of two of our customers dialling yesterday the average of the two was:

Idle / Wait = 11 per cent
Talk = 64 per cent
Wrap = 25 per cent

It's very obviously difficult to compare campaigns though as there are so many variables depending on your objectives and who you are calling and when. As a consequence you may find that there is not a widely accepted or published norm.

In case it helps the dialling hours were Noon until 7pm.

Thanks

 

John Hubbock
Dialler Manager
Undisclosed

3 posts

Industry standard for idle time  [24 Mar  13:47:29]

I measure idle time as the average amount of seconds, rather than percentage figures.

The idle & wrap % can be made to look artificially low if the collectors are spending longer than they should in Talk mode.

Just a thought.

 
  

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