Contact Center Industry Reports
Our Industry Reports have been upgraded and expanded, including multi-year trending information for key metrics. These reports are priced at $3,495. All reports are from the world’s largest and most respected database of contact center metrics. Please scroll down to order your Industry Report!
41KPI – Contact Center Industry Reports
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All Industries Benchmark Report
$3,495.00 -
Catalogue – Retail / Wholesale / Online Industry Benchmark Report
$3,495.00 -
Consumer Products – Consumables & Non-Durable Industry Benchmark Report
$3,495.00 -
Consumer Products – General Industry Benchmark Report
$3,495.00 -
Consumer Products – Durable Goods Industry Benchmark Report
$3,495.00 -
Consumer Products – Electronics Industry Benchmark Report
$3,495.00 -
Financial Services – Brokerage & Annuity Industry Benchmark Report
$3,495.00 -
Financial Services – Banking Industry Benchmark Report
$3,495.00 -
Financial Services – Credit Card Industry Benchmark Report
$3,495.00 -
Financial Services – General Industry Benchmark Report
$3,495.00 -
Freight – Rail/Trucking/Shipping Industry Benchmark Report
$3,495.00 -
Government – General Industry Benchmark Report
$3,495.00 -
Government – Service Providers, Health Care Industry Benchmark Report
$3,495.00 -
Health Care – Provider/Hospitals Industry Benchmark Report
$3,495.00 -
Health Care – General Industry Benchmark Report
$3,495.00 -
Health Care – Support Services Industry Benchmark Report
$3,495.00 -
Insurance – General Industry Benchmark Report
$3,495.00 -
Insurance – Healthcare Industry Benchmark Report
$3,495.00 -
Insurance – Life Industry Benchmark Report
$3,495.00 -
Insurance – Property and Casualty Industry Benchmark Report
$3,495.00 -
Level 1 Technical Support Industry Benchmark Report
$3,495.00 -
Manufacturing – General Industry Benchmark Report
$3,495.00 -
Media – General Industry Benchmark Report
$3,495.00 -
Retail – Stores Industry Benchmark Report
$3,495.00 -
Telecommunications – General Industry Benchmark Report
$3,495.00 -
Travel and Hospitality Benchmark Report
$3,495.00 -
Utilities – General Industry Benchmark Report
$3,495.00
Sample of our Industry Reports
To see a Sample Industry Report, click on the icon to the left. (You may have to wait a minute for download, depending on the speed of your Internet connection):
Within Each Contact Center Industry Report You Will Find:
- A User Guide that addresses contact center managers and industry consultants
- A description of the methodology used to compile the reports
- A chapter containing color graphics of selected KPIs with interpretive comments from our experts. These include:
- Industry Averages
- Upper quartile industry averages, to indicate top-level performance
- The All-Industries averages, to provide additional context and value to your analyses
- Multi-channel metrics, to allow comparison of handle times and costs, etc., by channel
- A chapter containing detailed benchmark results in tabular form, including:
- Tables of Classification Metrics. These are metrics that provide needed context to the numbers, such as average volumes, staffing sizes, call types, budget, etc.
- Voice Channel performance metrics, including tables of KPIs that indicate efficiency (productivity elements) and effectiveness (quality elements)
- Human Resources metrics, Satisfaction metrics, etc.
- Tables for All-Industries averages for Alternate Channels, including KPI’s such as average volumes, average handle times and average costs for:
- Outbound Calls
- E-Mails
- Social Media
- Web Chat
- Fax
- Postal Mail
- A chapter with revealing graphics illustrating multi-year trends (from four to ten years) for selected KPIs, including:
- Customer Satisfaction
- First Contact Resolution
- Agent Satisfaction
- Average Speed of Answer
- Calls per Agent per Hour
- Talk Time, Hold Time, After Call Work Time
- Cost per Call
- Occupancy and Utilization
- AUX Time
- …and others
- Our comprehensive Glossary of terms and definitions, which includes ways to compute certain metrics and has become an industry standard.
- Other useful content on benchmarking and BenchmarkPortal