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Call Center Industry Reports 22 KPI

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

Our 22 Key Performance Indicator Industry Benchmark Report contains information drawn from BenchmarkPortal's flagship benchmarking survey, the In-Depth Reality Check(TM), which is the acknowledged industry standard for contact center benchmarking.

View our Sample Industry Reports Here »

Within This 130+ Page Report You Will Find:Call Center Industry Reports

  • 5 pages of tables of Industry Averages and Best of Industry Averages, for an extensive array of call center efficiency and effectiveness key performance metrics
  • 14 Graphical Illustrations highlighting important key performance indicators, 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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