Deliver Your News to the World Survey Finds 56% of Respondents Report Average Handle Times of 10 minutes or More


Santa Barbara, CA, June 08, 2010 - (, an online resource dedicated to enabling organizations to deliver world-class customer service and support, announced the results of a new Research Insight report on the topics of Average Speed to Answer, Wait Time and Handle Time. surveyed its members - senior level service and support professionals - in May 2010 and 50 people responded. Key findings include:

- 32% reported their Average Speed to Answer was one minute or more

- When asked to report their Average Wait Time, 36% of respondents indicated this number to be 30 seconds to 1 minute.

- 56% of respondents indicated that their Average Handle Time was 10 minutes or more.

- 84% of respondents rated their product complexity as advanced or complex.

The full report is available for free to all members. Visitors can also view and excerpt of the data at

“Today, customer’s expectations have evolved - they want to have their service and support inquiries answered and resolved immediately,” said Carolyn Healey, Publisher, “This Research Insight report provides valuable data for support operations to benchmark their organization against what others are reporting regarding average speed to answer, average wait times and handle times. ( offers support professionals free membership, which gives them access to breaking news, research and tools to help them meet the high expectations of their customers and the needs of their employees. Members are senior-level professionals responsible for the help desk, customer support operation or overall IT operations for their company.


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