Contact Center Benchmark Report


This 41-KPI in-depth survey will provide your organization with a much deeper dive into the current state of your contact center. This is the same highly regarded survey that has been used with clients in our Certification and Assessment programs. Once we receive the information, we will verify the data and set up an in-depth benchmarking presentation with a Certified Contact Center Expert! After the presentation you will receive a copy of the 41- KPI report and the benchmarking analysis presentation to share internally with your organization.

This benchmarking survey comes with the following:

  • 41-KPI In-Depth Benchmarking Survey Report
  • 60-min. analysis with a BMP expert
  • A copy of the analysis PowerPoint presentation

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
  1. Key Performance Metrics
    a. 80% of your calls are answered, on average, in how many
    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
  2. Calls per agent per hour
  3. Full-Time agent shifts per year
  4. Part-Time agent shifts per year
  5. Full-Time agent avg. shift length
  6. Part-Time agent avg. shift length
  7. Formal process to collect the caller's satisfaction - Yes/No
  8. Customer Satisfaction - % Callers giving a Perfect Score
  9. Customer Satisfaction - %Percent of callers giving lowest score
  10. Formal mechanism for gathering agent feedback - Yes/No
  11. % of agents gave perfect score
  12. % of agents gave lowest score
  13. Agents per supervisor
  14. % turnover of full-time Agents
  15. Turnover due to promotions
  16. All Other Turnover

Click below to see:

Please allow 1-3 weeks for any new 41-KPI Report.

We appreciate your patience in this matter.

41-KPI Reports

Within This Contact Center Industry Report You Will Find:

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


Translate »