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research 5 illu

Customer service benchmarks

With that in mind, how does your team stack up? You can use our benchmarks to measure your team’s performance against both leaders in customer service as well as the average company in your sector.

Let’s start with statistics about customer service agents. The average company has 33.3 support agents and ten customer support departments. Across all industries, customers are generally satisfied with the agents they encounter, giving them an average agent satisfaction rating of 9.0 in the last year.

Most agents stay on schedule despite having demanding jobs that, on average, require them to use three systems to support their customers. Our findings show that the average call center schedule adherence is at 90%, live chat is at 95%, and ticketing is at a high 99%.

As for occupancy rates, companies that offer 24/7 service have an average occupancy rate of 98%, while companies that have regular 8-hour support windows have a 30% occupancy rate.

High occupancy rates indicate that most agents spend their time communicating with customers. Only a tiny fraction of their time is dedicated to other tasks like post-communication wrap-up, which on average is 30 minutes for sales, and 15 minutes for customer service. During this time, agents input data into systems, transfer tickets or send out follow-up emails.

With the average company netting 578 tickets per day, 3,991 per week, and 17,630 per month, the ticket volume in working hours comes out to a total of 6,594 hours. During an eight-hour shift, businesses receive an average of 20 technical tickets, 30 sales tickets, or 40 marketing tickets. The average ratio of opened to solved tickets is often 2:1, as some are considered invalid, duplicate, or a non-issue. Additionally, some tickets are abandoned by the requester, meaning the customer does not respond to the agent, making the ticket impossible to solve. In fact, the average ticket abandonment rate is 5% for calls and 8% for live chats.

#Nejaké hashtagy
#Hashtagy

The average time it takes to reach a live agent is

10 sec.

LiveAgent

#Hashtags

Support agents use an average of

three

systems to support customers.

LiveAgent

research 5 3systems

#Hashtags

The average overall resolution rate is

76.2%

Geckoboard

research 5 762 overallres

#Hashtags

The average ticket volume is

20 technical tickets
30 sales tickets
40 marketing tickets

per shift.

LiveAgent

research cpr1

#Nejaké hashtagy
#Hashtagy

An average company has

33.3

support agents. LiveAgent

#Hashtags

The average hold time

30.6 seconds​

for live chat

25.8 seconds

for the phone

LiveAgent

research 5 avg holdtime

#Hashtags

Calls have an average abandonment rate of

5%

while chats have an average abandonment rate of 8%.

The Temkin Group

research 5 phonecrossed

#Hashtags

The average handling time

525 seconds

for telecommunications

324 seconds

for retail

282 seconds

for business and IT

282 seconds

for financial services

Freshdesk

#Hashtags

Sales take an average of

30 min

to handle after-communication tasks, while customer service departments take

15 min

LiveAgent

#Hashtags

The average transfer rate is approximately 0.5 per for companies using help desk software with advanced rules & automation and around 2 for a company using a shared mailbox only.

LiveAgent

research 5 transferrate

#Hashtags

Companies using automation and customer service procedures transfer approximately

1 % of customers


while companies that don’t transfer approximately

2 % of customers

LiveAgent

#Hashtag
#hashtag2

The average turnaround time for open tickets is

20.5 hr

LiveAgent

Now that we know how many tickets an average business receives, it’s time to see how many it can solve and in what time frame. Based on our research, the average company resolves 485 tickets per day, 3,349 per week, and 14,794 per month, equating to an average overall resolution rate of 76.2%. However, before a ticket is resolved, it is transferred between departments and agents 1-2 times on average, depending on the business’s internal processes.

To give you a general idea of the state of the industry, the average response time for all communication channels combined is between one to three hours. 

There are, however, different benchmarks for each sector and communication channel that dictate how fast a customer should receive the first response, how quickly a ticket should be resolved, and how long hold and queue times should be.

Live chat, for example, has an average hold time of 30.6 seconds, while phone hold time is 25.8 seconds. Moreover, the average handle time for telecommunication companies is 525 seconds, compared to 324 seconds for retailers and 282 seconds for business, IT, and financial services. 

In addition to average hold and handling time, there are several other response time benchmarks that most businesses measure. The first metric is time to first response. According to our research, 20% of customers receive a response within the first hour, 40% within the first 3 hours, and 95% within the first day of submitting their inquiry. The average response time is 30 seconds if there is no one in the queue, 3 minutes if there are 1-2 people, 6 minutes if there are 3-4 people, and 10+ minutes if more than five people are waiting in the queue. 

However, reply volumes are a different story. For chats and phone calls, the response time ranges from 2 minutes for a company with enough support agents to 10 minutes during high chat and call volumes. Email communication ranges from 2 hours for a company that has enough agents online to 4 hours when there is an overload of tickets. Moreover, the average speed of answer for open tickets is 20.5 hours. The average customer wait time from the first contact to resolution is approximately two days, and the average resolution time for the first problem is around 80 hours, and on average, most tickets are resolved within 200 hours.

If we break it down into communication channels, the average time to first response is around 2 minutes for calls and chats and approximately 12 hours for email communication. By contrast, industry leaders can connect live agents with customers in as little as 10 seconds. 

 

#Hashtags

Schedule adherence rates:

90% call center

95% live chat

99% ticketing

LiveAgent

research 5 sheduleadherence

#Hashtags

The average occupancy rate for help desk agents is around

98%

for companies offering 24/7 support and around 30% for companies using an 8-hour support window.

LiveAgent

research 5 accupancy

#Hashtags

On average, it takes companies

 

30 seconds to respond if there is no one in line,

 

3 minutes if there are 1-2 people in line,

 

6 minutes if there are 3-4 people in line,

 

10 minutes if there are more than five people in line.

LiveAgent

#Hashtags

The time to first response is around

2 min

for calls and chats and about

12 hours

for email communications.

LiveAgent

research 5 2mins 12hours

#Hashtags

Around 20% of customers receive a response within the first hour, 40% within the first 3 hours, and 95% within the first day of submitting their inquiry.

LiveAgent

research 5 responseavg

#Hashtags

The average first resolution time is around

80 hours

 

and on average, full resolution is achieved within

200 hours

LiveAgent

research 5 avg firstresolution

#Hashtag
#hashtag2

An average company receives

578 net tickets

per day, 3,991 per week, and 17,630 per month. LiveAgent

#Hashtags

An average company solves

485 tickets per day

3,349 per week

14,794 per month

LiveAgent

research 5 485 tickets

#Hashtags

A company with enough support agents can respond to chats and phone calls within

2-10 min

when there is an overload. If there are enough support agents online, email communication takes 2 hours or 4 hours if there are too many tickets.

LiveAgent

#Hashtags

In the past

365 days

agents received an average satisfaction rating of

9.08

LiveAgent

#Hashtag
#hashtag2

The average wait time from first contact to resolution is approximately

2 days

LiveAgent

#Hashtags

By working hours, the average ticket volume is

6,594
hours

LiveAgent

research 5 6594 hours

#Hashtags

The ratio of opened tickets to solved tickets is usually

2:1

LiveAgent

research 5 2 1

#Hashtags

Companies that use help desk software have an average of

10 support

departments

LiveAgent

research 5 10 support

#Hashtag
#hashtag2

The average response time for all channels is

1-3 hr

LiveAgent

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