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		(
			() => {
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	Product

	Overview
	
		Take a tourGeneral overview of LiveAgent
			
				
			
	

	Product
	
		Help DeskOmnichannel customer service platform
		TicketingAdvanced ticketing system
		Live ChatFastest live chat on the market
	

	sub
	
		Social MediaAnswer your followers directly from LiveAgent
		Call CenterBuilt-in call center software
		Knowledge BaseProvide self-service options
	

	Use For
	
		Business SolutionsDifferent businesses, different solutions
		Industry SolutionsAdapt LiveAgent for your industry
		Use CasesOne product, multiple use case scenarios
	

	Integrations
	
		WordPress
		Prestashop
		Magento
		Shopify
		Mailchimp
		Pipedrive
		Slack
		More Integrations
	



Resources

	Learn
	
		AcademyBecome a customer service expert
		TemplatesCustomizable templates for every occasion
		WebinarsGuided LiveAgent walkthroughs
	

	sub
	
		BlogNews about customer service & LiveAgent
		GlossaryLearn customer service terminology
		DirectoryComprehensive help desk contact list
	

	sub
	
		Industry ResearchView the latest customer service stats
		Typing TestImprove your typing speed
		WordPress PluginBest WordPress Chat Plugins
	

	sub
	
		ChecklistsHow to handle your process
		Support PortalHow-to articles and guides
	

	Company
	
		About UsDiscover the team behind the product
		AwardsOur awards & accomplishments
		Why LiveAgentFind out why LiveAgent is right for you
	



Features
Pricing
					
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Call center benchmarks

So what kind of service do you need to provide to be on par with the best call centers in the world? Based on the benchmarking data we collected, you can compare the performance of your team with others.

Our research shows that the average call center receives 4,400 calls per month. This number includes all picked up, missed, blocked, and dropped calls. To break this statistic down further, research indicates the average call center picks up 200 calls per day, 1,000 per week, 4,000 per month, and misses 48 calls per month. This number can be drastically different depending on the number of customers you have and the industry you’re in. This benchmark doesn’t necessarily showcase if your call center support is good or bad but instead provides an idea of monthly call center volume and usage.

The next benchmark is the call center first contact resolution rate. This benchmark indicates how many calls are resolved during the first call. The global call center first contact resolution rate is between 70-75%. The benchmark suggests that most call center agents can resolve customer problems on the first try without following up or doing extra tasks to reach problem resolution. 

But what about calls that aren’t resolved on the first try? Call center benchmarks indicate that the average call escalation rate is 10%. In addition, the average number of call center transfer rates is 9.9%, and a typical caller is transferred 2.6 times before their issue is resolved.

Next, let’s look at average call handling time, also known as AHT. Average handling time is the average duration of the entire customer call. It includes total talk time, all hold times, transfers, as well as after-call work. The average call center benchmark for AHT is 6 minutes. The average call duration is 302 seconds or 5 minutes and 2 seconds, and the call center hold time average is 25.8 seconds.

After knowing the average call handling time, we can break down the benchmark even further. On average, call center agents spend 31.8 minutes out of one activity hour talking to customers. In addition, they spend 5.22 minutes out of one activity hour being idle, 10.2 minutes on post-call wrap-up, and 15.96 minutes in meetings, training sessions, or on breaks. However, most call centers aim for 85 to 90% schedule adherence – meaning that every hour, agents are available to handle customer calls or after-call work for 54 minutes.

#ResolutionRate
#FirstContact

The call center first contact resolution rate is between

70-75%

Astute

Meditator graf man

#CallVolume

The average call center call volume is

4,400

calls per month.

LiveAgent

#HandlingTime

The average call center handling time (AHT) is

6 min

Geckoboard

6 min

#HoldTime

The call center hold time average is

25.8 sec

LiveAgent

25.8 sec

#TalkTime
#CallCenter

On average, call center agents spend

31.8 min

out of one activity hour talking to customers.

Contact Babel

Meditator graf woman

#CallDuration

The average call center call duration is

302 sec

or 5 minutes and 2 seconds. 

Contact Babel

302 sec

#IdleTime

On average, call center agents spend

5.22 min

out of one activity hour being idle.

Contact Babel

5.22 min

#NonproductionTime

On average, call center agents spend

15.96

minutes out of one activity hour in meetings, training sessions, on breaks, and other things.

Contact Babel

#BlockedCalls

Call centers have a goal to keep the percentage of calls blocked within

2%

for inbound calls.

Voxco

2%

#AbandonmentRate

The industry standard is a

5-8%

call abandonment rate.

Voxco

5-8%

#ServiceLevels

The traditional service level in the contact center is to answer

80%

of calls in 20 seconds.

Call Center Helper

80%

#SpeedOfAnswer
#ASA

The average speed of answer (ASA) for call centers is

34.4 sec

Contact Babel

Meditator graf standing woman

#CallWorkTime

On average, call center agents spend

10.2 min

out of one activity hour on the post-call wrap-up.

Contact Babel

#TransferRates

The average number of call center transfer rates is

9.9%

Contact Babel

9.9%

#AgentScheduleAdherence

Most call centers aim for 85 to 90% schedule adherence – meaning that every hour, agents are available to handle customer calls or after-call work for

54 min

Avoxi

54 min

Just like every communication channel, call centers experience call abandonment. According to Voxco, the industry standard is a 5-8% call abandonment rate. Call abandonment measures how many callers disconnect or hang up a call before speaking to an agent or representative. Having higher call abandonment rates than the industry average can indicate that you need to hire more agents to reduce call queues. Customers often abandon calls because hold times are too long, and there are no callback options. However, if callback options are available, on average, 37% of callers request a callback.

Another call center benchmark that is important to measure is the number of blocked calls. Most call centers aim to keep the percentage of calls blocked within 2% for inbound calls. A call center blocked call rate can be defined as the proportion of incoming calls that receive a busy tone. A high call center blocked call volume can indicate that your business is missing out on new sales opportunities because customers aren’t getting through to your business. It’s also important to note, that the the first hour is crucial for a sales call. The number of responses drops drastically by 11 times from the first hour to the 8th hour of lead generation. 

Most call center agents want to know how fast they need to answer customer calls to be on par with industry leaders. According to our research, the traditional service level benchmark in contact centers is to answer 80% of calls in 20 seconds, and the average speed of answer (ASA) is 34.4 seconds. However, answering calls this fast isn’t always possible. Statistics across different industries showcase that the actual fastest call pick-up time is 30 seconds, the average is 43 seconds, and the slowest is 10 minutes

As for call center efficiency, the average contact center that consists of 10 call center agents and six call center departments should have an occupancy rate between 85% and 95%. In addition, the average call center agent should also resolve 20 calls per day.

Last but not least, let’s talk about costs. The average cost per inbound call is $5.50, and the average cost per outbound call is $6.46. When compared to other channels, the prices are relatively the same, apart from self-service. For example, phone, live chat, and email cost an average of $8.01 per contact, while self-service channels cost about $0.10 per contact.

#CallbackRequests
#CallCenter

On average,

37%

of callers request a callback.

LiveAgent

Meditator graf man

#CostPerCall

The average cost per inbound call is

 

$5.50

and the average cost per outbound call is

$6.46

Contact Babel

#CallTransfers

A typical caller is transferred

2.6

times before their issue is resolved.

LiveAgent

2.6

#OccupancyRate

A contact center should have an occupancy rate of between

85%
& 95%

Fonolo

Research phone

#PickedUpCalls

The average number of calls picked up per

day – 200

week – 1 000

month – 4 000

LiveAgent

The average number of picked up calls

#MissedCalls

On average, call centers have

48
missed

calls per month.

LiveAgent

48missed

#CallPickup

The average call pick-up time is

43 sec

LiveAgent

#CallCenterDepartments

The average call center has 

6

depart
ments

LiveAgent

6

#CallCenterAgents

On average, a typical call center has

10

call
center

LiveAgent

call center customers

#CallCentre

An average contact center agent resolves

20

calls
per day

LiveAgent

20

#CallCenterResponseTime

Response time:

Fastest – 30 sec.

Average – 43 sec.

Slowest – 10 min.

LiveAgent

Fastest, slowest, and average call center response time

#EscalationRate

The average call escalation
rate is

10%

Astute

10%

#CostPerCall

Phone, live chat, and email cost an average of 

$8.01

per contact, while self-service channels cost about

$0.10

per contact.

Gartner

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