1 in 5 Contact Centres Have an Email Service Level of More Than One Day Related Articles What Are the Contact Centre Service Level Standards? What Is Customer Email Management? – With 10 Tips, Software Advice and Mistakes to Avoid How to Refocus Team Leaders From Spending Too Long on Email Best Practice Email Service Level Calculation 1,591 Filed under - Contact Centre Research, Email, Polls, Service Level Whilst their is a clear industry standard when it comes to phone calls in the contact centre (80% in 20 seconds) the results of our poll show the same can certainly not be said for emails. The disparity between certain contact centres is made clear as 21% take more than a day to reply to a email query, whereas 8% reply in a mightily impressive 15 minutes or less. Poll – “What service level time do you have for emails?” – answers 15 minutes or better – 8% 1 hour – 8% 4 Hours – 13% 1 day – 50% More than 1 day – 21% Source: Call Centre Helper Webinar Poll – 10 Ways to Exceed Your Customers’ Expectations Sample size – 79 Date: June 2016 Author: Megan Jones Published On: 8th Jul 2016 - Last modified: 25th Oct 2021 Read more about - Contact Centre Research, Email, Polls, Service Level Recommended Articles What Are the Contact Centre Service Level Standards? What Is Customer Email Management? – With 10 Tips, Software Advice and Mistakes to Avoid How to Refocus Team Leaders From Spending Too Long on Email Best Practice Email Service Level Calculation Related Reports Webinar Replay: 5 Clever Ways to Improve Your Service Levels Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter