Computer Products and Electronics Industry Benchmark Report

Within Each Contact Center Industry Report You Will Find:

1. A new User Guide that addresses contact center managers and industry consultants
2. A succinct description of the methodology used to compile the reports
3. A chapter containing color graphics of selected KPIs with interpretive comments from our experts. These include:
   1. Industry averages
   2. Upper quartile industry averages, to indicate top level performance
   3. The All-Industries averages, to provide additional context and value to your analyses
   4. Multi-channel metrics, to allow comparison of handle times and costs, etc., by channel
4. A chapter containing detailed benchmark results in tabular form, including:
   1. Tables of Classification Metrics. These are metrics that provide needed context to the numbers, such as average volumes, staffing sizes, call types, budget, etc.
   2. Voice Channel performance metrics, including tables of KPIs that indicate efficiency (productivity elements) and effectiveness (quality elements)
   3. Human Resources metrics, Satisfaction metrics, etc.
   4. Tables for All-Industries averages for Alternate Channels, including KPI’s such as average volumes, average handle times and average costs for:
      1. Outbound Calls
      2. E-Mails
      3. Social Media
      4. Web Chat
      5. Fax
      6. Postal Mail
   5. A chapter with revealing graphics illustrating multi-year trends (from four to ten years) for selected KPIs, including:
      1. Customer Satisfaction
      2. First Contact Resolution
      3. Agent Satisfaction
      4. Average Speed of Answer
      5. Calls per Agent per Hour
      6. Talk Time, Hold Time, After Call Work Time
      7. Cost per Call
      8. Occupancy and Utilization
      9. AUX Time
      10. …and others
   6. Our comprehensive Glossary of terms and definitions, which includes ways to compute certain metrics and has become an industry standard.
   7. Other useful content on benchmarking and BenchmarkPortal

Contact Center Metrics Included in the Reports (including Upper Quartile Averages (Best in Class) per Industry Sector plus All Industry Averages):

• Calls Offered Annually
• Calls Handled Annually
• Annual Call Volume Handled by Agents
• Annual Call Volume Handled Completely by IVR
• Business to Business-% of Total Calls
• Consumer to Business-% of Total Calls
• Full-Time Agents
• Part-Time Agents
• Full-Time Equivalents (FTEs)
• Labor Union - Yes/No
• Percent of Time Spent Handling:

• • Inbound Calls
  • Outbound Calls
  • Respond to Emails
  • Respond to On-Line Web-Chats
  • Other

• Percentage of Total Calls Handled by Type:

• • Questions and Inquiries
  • Order Taking/Tracking
  • Technical Support
  • Complaints
  • Re-Directing Inbound Calls
  • Other

• Annual Budget
• Average Hourly Wage for Front-Line Agents.
• Average Hourly Starting Wage for Front-Line Agents.
• Key Performance Metrics (KPIs)

• • Calls per Agent per Hour
  • Average Cost per Call
  • Average Speed of Answer in seconds
  • Average Talk Time in minutes (includes hold time)
  • Average After Call Work Time in minutes
  • Average Time In Queue in seconds
  • Average Caller Hold Time while on the Phone with an Agent in seconds
  • Average Abandoned in percent
  • Calls Resolved On First Call in percent
  • Agent Occupancy in percent
  • Adherence to Schedule in percent
  • Average Attendance in percent
  • Average Calls Transferred in percent
  • Average Auxiliary (Aux) Time in percent
  • Average Utilization in percent

• Full-Time Agent Shifts per year
• Part-Time Agent Shifts per year
• Full-Time Agent Average Shift Length in minutes
• Part-Time Agent Average Shift Length in minutes
• Formal Process to Collect the Caller's Satisfaction - Yes/No
  • % Callers Giving Perfect Score
  • %  Callers Giving Lowest Score
• Formal Mechanism for Gathering Agent Feedback - Yes/No

• • % Of Agents Giving Perfect Score
  • % Of Agents Giving Lowest Score

• Agents per Supervisor
• Percent Annual Turnover of Full-Time Agents

• • Turnover Due to Promotions
  • All Other Turnover

Alternate Contact Channel Metrics

• Outbound Call Metrics
  • Average Annual Volume (Outbound)
  • Average Talk Time in (Minutes)
  • Average After Call Work Time (Minutes)
  • Average Cost Per Call (US Dollars)
• E-mail Metrics
  • Average Annual Volume (E-Mail)
  • Average Speed of Answer (Hours)
  • Average Handle Time (Minutes)
  • Average First Contact Resolution - FCR (Percent)
  • Average Cost Per E-mail (US Dollars)
• Social Media Metrics
  • Average Annual Volume (Social Media)
  • Average Speed of Answer (Hours)
  • Average Handle Time (Minutes)
  • Average Cost Per Social Media (US Dollars)
• Web Chat Metrics
  • Average Annual Volume (Web Chat)
  • Average Speed of Answer (Seconds)
  • Average Handle Time (Minutes)
  • Average First Contact Resolution - FCR (Percent)
  • Average Cost Per Web Chat (US Dollars)
• Fax
  • Average Annual Volume (Fax)
  • Average Handle Time (Minutes)
  • Average Cost Per Fax (US Dollars)
• Postal Mail
  • Average Annual Volume (Postal Mail)
  • Average Handle Time (Minutes)
  • Average Cost Per Postal Mail (US Dollars)
• Other
  • Average Annual Volume (Other)
  • Average Handle Time (Minutes)
  • Average Cost Per Other Transaction (US Dollars)

Multi-Year Trends & Analysis

• Customer Satisfaction Trends   - 2005-2015 (All Industries Averages)
• Customer Satisfaction & First-Call Resolution Trends - 2005-2015 (All Industries Averages)
• Agent Satisfaction vs. Customer Satisfaction Trends – 2010-2015 (All Industries Averages)
• Average Speed of Answer vs. Customer Satisfaction Trends – 2005 – 2015 (All Industries Averages)
• ASA & Customer Satisfaction – Top Box Comparison by Quintile (All Industries)
• Efficiency KPI Trends – 2005 – 2015 (All Industries Averages)
• Trends in Cost per Call – 2005 – 2015 (All Industries Averages)
  • Average Handle Time Trends – 2005 – 2015 (All Industries Averages)
  • Occupancy & Utilization Trends – 2010– 2015 (All Industries Averages)
  • Trend in Auxiliary Time – 2010 – 2015 (All Industries Averages)
  • Calls per Agent per Hour Trend – 2012 – 2015 (All Industries Averages)

Alternate Channel Trends & Analysis

• First-Call Resolution Trends by Channel – 2012 – 2015 (All Industries Averages)
• Cost per Contact by Contact Channel Trends – 2012 – 2015 (All Industries Averages)
• Average Handle Time per Contact Channel Trends – 2005 – 2015 (All Industries Averages)