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Call Center Benchmarking Report

Benchmarking Report Bundle

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Call Center Benchmarking Report

Benchmarking Report Bundle

Which metrics, or KPIs, are included in this report?

This 79-page benchmarking report includes benchmarking data for 26 call center KPIs including Occupancy Rate, Average Talk Time, Call Forecasting Accuracy and more. Each KPI in this report includes a chart outlining high-to-low performer data, a detailed KPI definition, calculation instructions and a summary of high-performing company attributes. Stop operating in the dark - benchmarking is a major step in identifying potential improvements within any customer contact center. This report will give you a head start that you can't find anywhere else.

  • Abandonment Rate
  • After-Call Work as a Percentage of Total Handle Time
  • Average Handle Time
  • Average Handle Time: After-Call Work
  • Average Hold Time
  • Average Speed of Answer
  • Average Talk Time
  • Call Center Forecast Accuracy
  • Call Center Shrinkage
  • Call Center Shrinkage Due to Absences
  • Call Center Shrinkage Due to Breaks
  • Call Center Shrinkage Due to Coaching
  • Call Center Shrinkage Due to Meetings
  • Call Center Shrinkage Due to Offline Activities
  • Call Center Shrinkage Due to Training
  • Call Center Shrinkage Due to Vacation
  • Call Center Span of Control
  • Calls Handled per Representative
  • Cost per Call
  • First Call Resolution Rate
  • Hold Time as a Percentage of Total Handle Time
  • IVR/VRU Containment Rate
  • Occupancy Rate
  • Schedule Adherence
  • Service Level (Speed of Answer)
  • Talk Time as a Percentage of Total Handle Time
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Frequently Asked Questions

  • Q: How do you collect and validate your data? +
  • Q: How much information will my Benchmarking Report contain? +
  • Q: How often do you update your reports? +
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Process Participants : Customer Service Representatives
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