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Availacall works to standards significantly better than industry averages. The figures below represent our service levels across the business as a whole:
- 80% of calls answered within 20 seconds
- Average call wait time of 20 seconds or less
- Call abandonment rate of less than 5%
- 99% overall agent availability
- 95% first call resolution at first contact.
Target figures are set as part of the contractual arrangements, client by client. The levels proposed will mainly be determined by the volume of calls expected and the services requested.
Service levels will always be set that are appropriate to a client’s business, and focus will be on items that are important to the business and that can be measured and reported objectively and easily.
Penalties for performance below the agreed levels will be given in the form of a rebate against the monthly service charges. However, clients should be assured that Availacall does not intend to lose revenue, through rebate or reputation damage. |
