Today, computers and mobile phones enable us to access information immediately, and in almost any location. It is in this environment that our customer's expectations have also evolved - they want to have their service and support inquiries answered and resolved immediately.
A recent SupportIndustry.com survey of 50 senior-level service and support professionals asked participants what their Average Speed to Answer was. The largest majority - 32% - reported it took one minute or more to answer.
The amount of time a customer has to wait is another important metric directly related to customer satisfaction. When asked to report their Average Wait Time, 36% of respondents indicated this number to be 30 seconds to 1 minute.
Perhaps the most important question asked was for respondents to report their Average Handle Time. This includes Talk Time and After Work Time (follow-up, status communication, quality ticket documentation and closure). This metric is important for the obvious reason that if a support operation answers requests quickly and has minimal wait times, yet a customer issue is not resolved in a timely manner, customer satisfaction will decline.
In this survey, 56% of respondents indicated that their Average Handle Time was 10 minutes or more. This seems a bit higher than what research group Gartner reports. According to a 2009 Gartner survey, 84% of respondents are clocking average handle times about 7 minutes.
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