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Thread: A test of BAEC phone answer speed by card color
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Old Oct 28, 2014 | 7:30 am
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NWIFlyer
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I work for an company that has a very high focus on customer service. It has Customer Service and Order Desks in many locations worldwide.

We measure and report performance every month as KPI's.

The targets?
Calls to be answered within an average of: 8 seconds
Percentage of calls answered before the customer hangs up: 97%

I can't remember the last time they missed either. Interesting difference, isn't it?
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