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Amount of daily idle time of contact center staff (wait between calls), per employee in 2011

 Percentage of respondents
Less than 15 minutes a day 27%
16 to 30 minutes 19%
31 to 60 minutes 11%
1 to 2 hours 16%
More than 2 hours 6%
Don't know/unsure 20%
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This survey details the responses of contact center executives as to the total amount of daily idle time (wait time between calls) per employee. Some 27 percent of respondents stated that each employee has on average less than 15 minutes of idle time per day.

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