Q: Does LERN had any information on if there is an acceptable standard? wait time? for lifelong learning call center operations. We operate on an ACD line and just trying to determine an acceptable business standard and if we are meeting/exceeding that.
A: The LERN Benchmark is something we refer to as the "sunset rule." That means that all help center requests should receive a first response within one business day. I hope this helps. Let me know if I can answer any further questions. In terms of wait time "on hold," LERN recommends answering the call by the third ring. Thus, if the first person on phones is on a call, it should roll over to the second person by the third ring. The second person should then answer it on the first ring. If all lines are tied up, the caller should get a message letting them know they may either wait on hold or receive a call back on the same business day.