Telemarketing Hang-ups and Staff Turnover Rise

Published on:
12 September 2006 at 10:19 a.m. ET

Written by: Unknown Author –

http://www.insidearm.com/news/00005187-telemarketing-hang-ups-and-staff-turnover/

Call abandonment rates and staff turnover are increasing at telemarketing centers worldwide, according to the Merchants Global Contact Benchmarking Report 2005 released by Dimension Data, a telecom technology firm based in London.

More than 13% of inbound callers hang up without having their calls answered at call centers. An average inbound caller is willing to wait 65 seconds for their call to be answered, compared to an average of 73 seconds in 2003.

Call abandonment rates are rising the same time as call volumes are increasing, while companies are reducing staff levels and cutting back on training to reduce operational costs, according to the report.

For this complete story, please visit Telemarketing Hang-ups and Staff Turnover Rise.

Telemarketing Hang-ups and Staff Turnover Rise

Unknown Author

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