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Call Center Industry Reports 12 KPI

BenchmarkPortal's Industry reports, America's richest source of call center information. They provide independent, accurate, comprehensive, and up-to-date research.

Our 12 Key Performance Indicator Industry Benchmark Reports include a more limited number of metrics, derived from our entry-level RealityCheck(TM) benchmarking survey.

View our Sample Industry Reports Here »

Within This 100+ Page Report You Will Find:Call Center Industry Reports

  • A table of Industry averages and best of industry averages for efficiency and effectiveness key performance metrics
  • 14 graphical illustrations highlighting industry and best of industry averages. along with findings and Interpretations
  • A glossary of over 165 standard contact center and benchmark terms with definitions and related computational formulas

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"Becoming a Call Center of Excellence can be a game changer for businesses. Fighting to keep customers in today’s economy is paramount to most companies and the Center of Excellence distinction has helped drive us to that end result. Going through this process yearly continues to challenge us to improve processes and service levels. The detailed process that BenchmarkPortal provides in comparing our data with a large peer group is unparalleled. At the end, you have a clear roadmap of what is working well and what needs focus and attention for improvement. Because of this, we have been able to develop plans each year to drive better results and better customer experiences. This, coupled with a knowledgeable staff, helps us to close the gaps and continue to achieve excellence in every area. Every call center out there should be doing this benchmarking process; we are proof that it works."
Angela Ballantine, Director, Customer Care, ARAG GROUP


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