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Call Center Industry Reports 18 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 report you will find:

  1. Tables of key classification characteristics,
  2. A table of KPIs that indicate the Industries efficiency (or productivity elements),
  3. A table of KPIs that indicate the Industries effectiveness (or quality),
  4. Aggregated tables of multichannel KPI averages for All Industries,
  5. Formal Customer Satisfaction collection process,
  6. Our glossary of terms and definitions.

Contact Center Metrics Included in The Reports:

  • Inbound calls offered annually
  • Inbound calls handled annually
  • Annual inbound call volume handled by agents
  • Annual inbound call volume handled by IVR
  • Full-time agents
  • Part-time agents
  • Average hourly starting wage for front-line agents
  • Top-Box Caller Satisfaction in percent
  • Bottom-Box Caller Satisfaction in percent
  • Average speed of answer in seconds
  • Average calls transferred in percent
  • Average hold-time in seconds
  • Average calls abandoned in percent
  • Inbound Calls per agent per hour
  • Percent of inbound calls handled by self-service
  • Average after call work time in minutes
  • Turnover of full-time Agents in percent
  • Average talk time in minutes
  • Agent occupancy in percent

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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."


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