CTS provides globally benchmarked Service Levels: Customer Service Levels Call Centre Metric CTS Target Frequency Reported Abandoned Call Rate < 5 % Weekly / Monthly Average Handling Time < 30 seconds Daily / Weekly % First Time Resolution 85 % Daily % Calls Transferred 1 % Daily % Offered Calls Answered 98 % Hourly / Daily % Blocked Calls 1-3 % Hourly / Daily % Occupancy Rate 90 +% Weekly / Monthly In addition to the above, we also generally measure Service Levels using the following: Cost per sale Revenue per sale Contacts per hour Sales per hour Ineffective calls per hour Escalations Call outcomes Call profiles