Call Center Benchmarking Report

Benchmarking Report Bundle

Call Center Benchmarking 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.

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

This 79-page report includes benchmarking data (in easy-to-understand chart format), detailed definitions, measurement instructions and high-performer characteristics for the following 26 Key Performance Indicators (KPIs):

  • 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

Download a Sample Call Center Benchmarking Report

Frequently Asked Questions

Q: How do you collect and validate your data?

A: From real-world consulting engagements with Fortune 500 leaders. We’ve spent 25 years conducting original research and anonymizing data from our engagements with top companies around the world. Every single data point we collect is scrutinized by our analysts to conform to established baselines and our rigorous in-house validation process. We won’t serve it up to you unless it meets our tough standards for utility and value.

Q: How much information will my Benchmarking Report contain?

A: Enough to produce a useful benchmark. And rest assured that it’s all current, validated, and useful. We only include data that’s been collected in the last five years. And while sample sizes vary by KPI, the average is 25, and the high end can surpass 1,000.

Q: How often do you update your reports?

A: Every year. We’re constantly gathering, scouring, and processing new data. We update our reports based on trends our analysts detect in the data, as well as the demand from our consulting clients and customers like you.

Q: Your download-able reports look great. But I need something custom. Can you help?

A: Heck yes. Our crack research teams just love custom assignments, and would be delighted to perform targeted research tailored to your specific requirements. Find out just how fast and affordable this is: Email us ( or call us at 866.650.2888 and one of our friendly professionals will be happy to answer all your questions.

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