Banking Worldwide Industry Benchmark Report

Within This 140+ Page Contact Center Industry Report You Will Find:

• 15 full-page tables (5 per geographical region) of industry averages and best of industry averages for an extensive array of call center efficiency and effectiveness key performance metrics
• 14 graphical illustrations showing side-by-side geographical region comparisons of best practice KPIs along with findings and Interpretations
• A best practice report on quality monitoring & coaching
• A glossary of over 165 standard contact center and benchmark terms with definitions and related computational formulas

Contact Center Metrics Included in The Reports:

1. Calls offered annually
2. Calls handled annually
3. Annual call volume handled by your agents
4. Annual call volume handled completely by your IVR
5. Business to Business-% of total calls
6. Consumer to Business-% of total calls
7. Full-time agents
8. Part-time agents
9. Full-time Equivalents (FTEs)
10. Labor union - Yes/No
11. Percent of time spent handling:
    a. Inbound calls
    b. Outbound Calls
    c. Respond to Emails
    d. Respond to On-line Web-chats
    e. Other
12. Percentage of total calls handled by type:
    a. Questions and Inquiries
    b. Order Taking/Tracking
    c. Technical Support
    d. Complaints
    e. Re-directing Inbound Calls
    f. Other
13. Annual Budget
14. Base salary per year
15. Average hourly wage for front-line agents.
16. Average hourly starting wage for front-line agents.
17. Average Cost per Call

18. Key Performance Metrics
    a. 80% of your calls are answered, on average, in how many
    seconds
    b. Average speed of answer in seconds
    c. Average talk time in minutes (includes hold time)
    d. Average after call work time in minutes
    e. Average time in queue in seconds
    f. Average caller hold time in seconds while on the phone with an agent
    g. Average abandoned in percent
    h. Calls resolved on first call in percent
    i. Agent occupancy in percent
    j. Adherence to schedule in percent
    k. Average attendance in percent
    l. Average calls transferred in percent
    m. Average Auxiliary (Aux) Time in percent
    n. Average Utilization in percent
19. Calls per agent per hour
20. Full-Time agent shifts per year
21. Part-Time agent shifts per year
22. Full-Time agent avg. shift length
23. Part-Time agent avg. shift length
24. Formal process to collect the caller's satisfaction - Yes/No
25. Customer Satisfaction - % Callers giving a Perfect Score
26. Customer Satisfaction - %Percent of callers giving lowest score
27. Formal mechanism for gathering agent feedback - Yes/No
28. % of agents gave perfect score
29. % of agents gave lowest score
30. Agents per supervisor
31. % turnover of full-time Agents
32. Turnover due to promotions
33. All Other Turnover