Transfer Rate

Benchmarking Report

Transfer Rate

This PDF report includes benchmarking data (in a visual, chart-based format), an comprehensive KPI definition, characteristics of high performers and technical details on measuring Transfer Rate. Purchase and download this easy-to-understand, presentation-ready report immediately to compare performance levels, set attainable performance targets, and push towards best-in-class performance for this KPI.


What is Transfer Rate?

The number of incoming calls handled by call center representatives that must be transferred to another employee to be resolved as a percentage of the total number of incoming calls handled by call center representatives over the same period of time.

Why should Transfer Rate be measured?

This KPI measures the accuracy in which callers are routed to the correct representative as well as the ability of representatives to resolve caller issues. A high value indicates that representatives are not sufficiently able to answer callers' questions or that the callers are originally being routed to the wrong representative or department. This can lead to extended handle times and poor customer satisfaction. A low value suggests that the IVR/VRU system is accurately directing callers to the right representatives or departments, without a need for further transfers.


Download a Sample Transfer Rate

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.

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