Call Center Benchmarks
SQM Group
JULY 27, 2023
Learn how you compare to industry peers, the call center industry average, and world-class performers for the top call center benchmarks and industry standards.
3 Reasons Your Call Center is Missing Benchmarks
Fonolo
SEPTEMBER 2, 2021
Call center managers must be aware of industry trends, customer needs, and the latest call center technology. That’s where benchmarking comes in. Benchmarking helps call centers compare their operations and processes to other call centers. 4 important benchmark KPIs.
Benchmark 
142
142 Join 52,000+
Insiders
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Trending Sources
What Is Call Center Reporting & How Does It Work?
NobelBiz
MARCH 5, 2024
Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? The right call center reporting system isn’t just a nice-to-have; it’s an absolute necessity.
Call Center 59
59 
How Call Center KPI Benchmarks Reflect Your Brand
Calltools
AUGUST 19, 2020
Operating with efficiency is crucial to a call center’s success. This data allows them to bolster those areas to meet or even surpass industry standard call center KPI benchmarks, which is essential for your brand’s reputation.
Benchmark 52
52 
Feel Like You Are Flying Blind? Call Center KPIs and Benchmarks Can Help
NICE inContact
OCTOBER 8, 2019
Likewise, call center KPIs and benchmarks act as controls to establish direction and to know whether the call center is on course. You may be familiar with certain call center KPI’s but less familiar with benchmarks. So, how do you obtain KPI benchmarks?
Benchmark 54
54 
Leveraging Advanced Call Center Software- Enhancing FCR in Banks and Financial Institutions
Hodusoft
DECEMBER 21, 2023
Leveraging Advanced Call Center Software- Enhancing FCR in Banks and Financial Institutions Witness the evolution of the banking and financial landscape as it progresses into a new era of customer service excellence, driven by cutting-edge technology and real-time statistical insights.
Call Center Metrics & KPIs to Measure Agent Performance
Balto
NOVEMBER 8, 2022
Monitoring agent performance is fundamental for keeping your call center running at optimal levels. . This guide will introduce you to some of the most important call center metrics and KPIs. These are the most relevant call center performance metrics to measure: Average After-Call Work (ACW).
Metrics 52
52 
15 Crucial Call Center Metrics and KPIs You Need to Know
Expivia
APRIL 29, 2021
The success of your call center depends on the list of key performance indicators (KPIs) you follow. Without call center KPI tracking, you’ll never know if you’re running your call center effectively. Make sure you track and optimize them to ensure you run your call center successfully.
Call Center 98
98 
How to Leverage Call Metrics to Improve Call Center Performance
aircall
MARCH 12, 2021
Call centers can enhance the customer experience— if your teams are performing well. It’s essential to track call center performance to gain insight into how your customers perceive your sales and support services, so you can improve and adapt to their needs. The key ingredients to improving call center performance?
Call Center 62
62 
25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency
Callminer
AUGUST 1, 2017
Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Find out what you can do today to boost efficiency and improve call center performance by reading our pros’ responses below.
Contact Center 334
334 
Another Step Towards Success: Honored to Receive Clutch Champions Award
IdeasUnlimited
NOVEMBER 29, 2023
IdeasUnlimited, a distinguished player in the Business Process Outsourcing (BPO) and call center services sector, has consistently demonstrated excellence in delivering top-tier solutions to its clients. Clients can trust IdeasUnlimited to go beyond industry standards, consistently delivering services that exceed expectations.
How Can Your Call Center Improve Service Levels?
Fonolo
OCTOBER 18, 2018
Jane’s CEO observed the bandwidth problem and implemented a solution: She formed an internal call center and hired and trained a team of 10 agents to support it. This story demonstrates that call centers help companies improve overall service levels. There was also no time left to visit clients and hear their needs.
Call Center 101 – The Golden Rules of SLAs [Whitepaper]
Fonolo
SEPTEMBER 26, 2018
Come into the classroom, sit down, and let us begin today’s four-part lesson: Call Center 101 – The Golden Rules of SLAs. In this crash course, we provide you with: SLAs in nutshell; How to set a winning service level for your own organization; Developing 20/20 vision with the industry standard of an “80/20 service level”; and.
Call Center 67
67 
How Can Your Call Center Improve Service Levels?
Fonolo
OCTOBER 18, 2018
Jane’s CEO observed the bandwidth problem and implemented a solution: She formed an internal call center and hired and trained a team of 10 agents to support it. This story demonstrates that call centers help companies improve overall service levels. There was also no time left to visit clients and hear their needs.
The COPC Standards Committee Welcomes Scott Horace
COPC
MAY 22, 2023
announces the addition of Scott Horace to the COPC Standards Committee. The COPC Standards Committee is a group of global leaders that oversees and maintains the COPC Customer Experience (CX) Standard , recognized as the industry standard for managing and improving CX operations since 1996. WINTERPARK, Fla.,
Benchmark 52
52 
Hyper Efficiency: The Next Frontier in Contact Center Operations Management
NobelBiz
APRIL 18, 2023
Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Today, hyper efficiency is no longer a luxury but a necessity for call centers looking to thrive and outperform their competition. What is hyper efficiency in a contact center?
5 Strategies for Optimizing & Improving Call Center Performance
EPIC Connections
JUNE 26, 2019
Management teams focus on customer journey analysis, customer retention rates, average handle time and myriad other metrics, because contact centers and call centers are often viewed as cost centers. The key to success is getting the most “bang for your buck” by optimizing and improving call center performance.
Call Center 28
28 
SLAs For Today’s Contact Center
Fonolo
OCTOBER 19, 2023
This service level means that 80% of calls should be answered in 20 seconds or less. It’s become a benchmark in the contact center industry, though its origins are not at all scientific nor grounded in research. So, go ahead, redefine your service levels, and elevate your contact center operations to new heights!
Average Handle Time: A Comprehensive Guide
Hodusoft
JULY 3, 2023
Average Handle Time: A Comprehensive Guide In the call center industry, time is a lot more valuable than money. When customers call your call center (or contact center), they need their issues and queries to be resolved as fast as possible. What’s the “standard” AHT for a call center?
5 Tips To Reduce Your Call Center’s Average Handle Time (AHT)
Global Response
MARCH 20, 2023
Are your call center interactions taking too long? To calculate your AHT, simply add the total talk time + total hold time + total after-call work time and then divide by the total number of calls. Many call center softwares will be able to process this calculation for you.
How to Use CSAT to Improve Your Call Center
Talkdesk
MAY 25, 2016
A few weeks ago, we wrote about the importance of leveraging data in the call center and the impact of Net Promoter Score® (NPS). We learned about how NPS is measured, how it applies to the call center and how to use NPS to improve the caller experience. This means that there is no industry-standard way to measure CSAT.
Call Center 41
41 
Contact center KPIs: are you setting the bar high enough?
Vonage
MAY 23, 2017
49% of customers are put off by having to repeat information to multiple call center agents, and 30 percent would take their business elsewhere for that reason. It’s also important to know if your contact center is meeting the industry standards – and where it falls short. will offer insight on this very topic.
The Manager’s Guide to Call Center Service Levels
Fonolo
FEBRUARY 9, 2023
Its origins go back over five decades, to the earliest days of call centers. Call center service levels are, broadly speaking, a commitment to a particular average speed of answer, or ASA. And for many call center managers, maintaining these service levels is a top priority.
Service level 142
142 
How The Right Tech Helps UNTUCKit Tailor Great Customer Experiences
aircall
SEPTEMBER 28, 2018
We’re benchmarking well ahead of industry standards right now, but there’s always room for growth,” added Vroom. The post How The Right Tech Helps UNTUCKit Tailor Great Customer Experiences appeared first on Customer Experience & Cloud Call Center | Aircall Blog.
Top Telemarketing Tips to Spark Your Call Center Performance
Dialer 360
APRIL 10, 2018
Improving call center performance has always been a target of the call center supervisor and the owner. Call enter is a place where customers are calling for making a purchase or if they are looking for a solution, for the problem they are suffering with. Focus and Measure for Ultimate Performance.
Should You Outsource Your Contact Center?
Real Blue Sky
MARCH 6, 2023
Before the internet, customer service was typically limited to a brick-and-mortar storefront, letter-writing, or a phone call to customer service. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services.
outsourcing 98
98 
How to Evaluate and Improve Agent Performance with Survey Results
JustCall
OCTOBER 25, 2023
Some best practices for call-center quality assurance include: Segmentation of data based on agent performance, time of day, type of customers, and other factors to identify trends and patterns. Benchmarking your survey results with historical data or industry standards to understand where you stand.
Surveys 52
52 
Do You Know Your Customer Churn Rate?
Quiq
JULY 7, 2022
Was there anything unique happening in your business, the industry, or even globally that could be skewing your numbers? Next, figure out how to benchmark your numbers. Is there an industry standard? Save the call center for complex problems, and instead answer questions with business messaging.
Surveys 75
75 How many chat sessions can agents handle?
Customer Relationship Metrics
SEPTEMBER 9, 2016
The industry standard for concurrent Chat sessions. The next question that is most often asked after how many concurrent chat sessions can agents handle is, “What is the industry standard for concurrent Chat sessions per agent?”. Don’t try to use an industry Chat benchmark or guess at the right answer.
Proactively monitor your numbers across the US and Canada with Voice Assure Interstate
Spearline
OCTOBER 20, 2020
It is imperative to be able to check the quality that these individuals experience when they call you. Organizations such as unified communications and those with call centers located across North America rely heavily on multiple carriers to support their infrastructure and ensure an excellent customer experience.
Should You Outsource Your Contact Center?
Real Blue Sky
MARCH 6, 2023
Before the internet, customer service was typically limited to a brick-and-mortar storefront, letter-writing, or a phone call to customer service. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services.
outsourcing 52
52 
Should You Outsource Your Contact Center?
Real Blue Sky
MARCH 6, 2023
Before the internet, customer service was typically limited to a brick-and-mortar storefront, letter-writing, or a phone call to customer service. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services.
outsourcing 52
52 
12 Customer Service Skills to Enhance the Customer Experience
aircall
MARCH 1, 2021
Although what defines “good” customer service may vary from business to business, there are industry standards that you can use as a benchmark. Encourage your call center agents to listen without interrupting for the first six seconds of the call. Is consistent across all channels and representatives.
Customer Perception: The Complete Guide
Fonolo
JULY 5, 2023
30 Call Center Tips and Tricks You Can’t Live Without 3. How to Eliminate Hold Time in Your Call Center Everything from your product itself, to brand voice and color will impact how customers feel about your brand. They’ve become an industry standard, which helps because customers know how to answer them quickly.
Surveys 104
104 
Essential Pain Points in Call Center Management – Part 1
NobelBiz
OCTOBER 9, 2023
In the dynamic and ever-evolving world of call center management, owners and operations managers face a myriad of challenges that demand their attention and expertise. Today we’ll delve deep into the pain points that frequently plague call center executives.
Call Center 52
52 
Why First Call Resolution is the Most Important Call Center Metric
Pointillist
NOVEMBER 11, 2019
By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Many call center leaders cite First Call Resolution (FCR) as the most important metric to track. What is First Call Resolution?
Know How You Measure Up and See all the Difference: How your Team can Beat the Industry Standards of these Three Popular Call Center Metrics
SharpenCX
MARCH 24, 2020
Getting benchmark data for your own contact center, then working to improve against those metrics, is crucial to better serving customers. But, it’s important to keep your direct competition in mind when looking at call center metrics & industry standards, too. Customer Satisfaction. Overall U.S.
5 Popular Call Center Benchmarks – How Do You Stack Up?
Fonolo
FEBRUARY 10, 2016
There’s no question that benchmarking and measurement are important if you want to improve anything in your contact center, but you still have to be careful about how you approach it. Some call center benchmarks are a waste of time and resources, at best. Average Call Duration. Process benchmarking.
Benchmark 69
69 
What Are Call Tracking Metrics?
aircall
MARCH 3, 2021
Call centers handle complaints, help you identify pain points, and standardize the customer experience and you need the right call tracking metrics to understand performance. With call metrics, you have a standard way to evaluate your call center’s performance. What Are Call Tracking Metrics?
Metrics 71
71 Why an 80/20 Service Level is Wrong for Your Call Center
Fonolo
JUNE 9, 2014
Its origins go back over 5 decades, to the earliest days of call centers. Call center service levels are, broadly speaking, a commitment to a particular average speed of answer, or ASA. And for many call center managers, maintaining these service levels is a top priority.
Cost Per Call : A Key Metric for Your Contact Center
Hodusoft
AUGUST 2, 2023
It, however, doesn’t consider other key factors such as call type complexity, call duration, or additional revenue generated from the calls. What is a good cost per call? As per industry standards, an acceptable cost per call could range anywhere from $2.70
11 Ways to Reducing Communication Costs with Internet Telephony Solutions
Hodusoft
OCTOBER 4, 2023
Managing the cost per call is a paramount challenge for contemporary businesses across various industries. As per industry standards, an acceptable cost per call could range anywhere from $2.70 However, the cost per call varies from one industry to the other.
voip 105
105 
Performance Management: Best Practices for Leaders, Managers and Agents
NobelBiz
NOVEMBER 26, 2021
So, as a business owner, how do you tackle performance management within your contact center ? How do you assess the performance of a contact center? Here are some of the most successful indicators for assessing your contact center effectiveness: The speed at which agents can address client concerns and complaints.
How to Create a Great Customer Perception Survey
Fonolo
AUGUST 25, 2020
The Executive Guide to Improving 6 Call Center Metrics. They’ve become an industry standard, which helps because customers know how to answer them quickly. They’re great for finding your own benchmarks and can be used to segment your data very easily.
Surveys 119
119 
Let's personalize your content