Quick Asked: Call Center Industry Standards 2021?
Last update: 24 Apr, 2024 
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What are the most important call center metrics in 2021? 80% of calls answered within 20 seconds represent the global metric for service level in a call center, while the average speed to answer is around 28 seconds. (Cloudtalk, 2020) 95.7% of contact center professionals view customer satisfaction as the most important call center metric. (Call Centre Helper, 2021)Are there statistics and standards for call center customer service? A: There are general call center statistics and standards; however, these figures apply to call centers on a very broad-based perspective and not specific to customer service within the healthcare industry. Even within the healthcare industry, you need to differentiate the customer service function from general call center activities.What is the global market size for call centers? The global market for call centers is estimated at $339 billion in 2021. (Strategyr 2021) The global market for call centers is expected to reach $496 billion by 2027. (Strategyr 2021) Calls rated as “difficult” by customer service reps increased by 100% during the Covid-19 pandemic. (HBR 2020)What are the call center requirements for healthcare customer service? This broad spectrum of applications requires very distinctive call center support and standards and/or benchmarks that could vary greatly depending on the specific area of responsibility. In general, healthcare-related customer service support requires more hands-on interaction with patients due to the importance placed on the services rendered.
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