Let's find a solution that works for you. Fill out the form below and an OpsDog team member will contact you shortly to learn more about your needs...
This report includes data for 13 Call Center performance metrics, or KPIs, including Occupancy Rate, Schedule Adherence, Span of Control: Call Centers, and more. Each metric in this report includes a detailed definition and a chart depicting high-to-low performer data. Stop operating in the dark - benchmarking is the first step in identifying improvement opportunities within your Call Center. Use this report to begin assessing the performance of any Call Center Group.Download a Free Sample Report Now!
The Call Center Workforce Management Benchmarking Report (2016) contains benchmarking data, charts and definitions for the below metrics:
How many sources does this report contain? What is the date range?
The most current version of the Call Center Workforce Management Benchmarking Report includes data from over 10 unique sources (i.e., companies). The date range for this report is 2012-2016.
How is this data collected?
OpsDog's data is collected through hands-on observations and data analysis performed for past clients or partners, and through surveys conducted throughout the year by our in-house analysis team. We also collect data from third party industry associations and public sources (annual filings, regulatory bodies) for selected metrics.
How do I purchase this report? How/when will I receive it?
Simply click the "add to cart" button and follow the process to order a copy of this report. You can use any major credit card, or a PayPal account, to pay. After your payment is processed, an OpsDog team member will email you to confirm the delivery time (typically 3-5 business days or less). Once our latest data has been incorporated into the existing report, a presentation-ready PDF copy is emailed to you. Download a free sample report now.
When will this report be refreshed? Is there a discount for repeat buyers?
Our database is constantly growing - we refresh these formal reports on a bi-annual or annual basis, dependent upon the trends (or lack thereof) that our analysts see in the data being collected. New report versions typically include additional data for existing metrics, as well as data for new metrics not included in previous versions. Repeat purchasers are eligible to receive a 50% discount on future updates. Contact us for more information about report updates and discounts.