Call Center Industry Stats

2019

Pre-Pandemic

Post Pandemic

2022 v1

All Calls Avg Duration

192.722679

158.04946

154.129527

166.814075

CUSTOMER_DURATION

203.23288

164.254698

148.844254

163.500274

LEAD_DURATION

306.025108

276.960348

265.41992

244.589829

ANSWER_RATE

89.01%

90.27%

83.68%

94.35%

Lead Callers

18.48%

16.74%

18.00%

18.18%

Customer Callers

40.00%

41.00%

39.83%

47.26%

Customer Payments

4.89%

5.40%

6.61%

6.47%

AGENT_QUEUE_AVG

16.307443

12.715625

16.54696

25.896554

AGENT_QUEUE_MAX

59

59

59

59