Contact Center Benchmark PLUS – United States – Insourced

$1,499.00 – $2,998.00

PLUS United States Contact Center Benchmark for In-house/Insourced Contact Centers (report in PDF format) sample

PLUS Excel Data File for United States Insourced Contact Center Benchmark  sample

SKU: CC-US-IN-0723-PLUS Categories: , , ,

Description

Report Number:
CC-US-IN-0723-PLUS

Number of data records in report:
54

Number of KPIs in report:
22

Report Production Date:
June 2023

Currency Units:
US Dollars $

Cost Metrics
Average Cost per Voice Contact
Average Cost per Voice Minute

Handle Time Metrics
Voice Handle Time (minutes)
Chat Handle Time (minutes)
Web/Email Handle Time (minutes)

Voice Quality Metrics
Voice Customer Satisfaction
Net First Contact Resolution Rate
Call Quality

Voice Productivity Metrics
Voice Agent Utilization
Inbound Voice Contacts per Agent per Month
Voice, Chat, and Email Agents as a % of Total Call Center Headcount

Voice SLA Metrics
Average Speed of Answer (seconds)
Call Abandonment Rate
% Answered in 60 Seconds

Agent Metrics
Annual Agent Turnover
Daily Agent Absenteeism
Schedule Adherence
Agent Occupancy
New Agent Training Hours
Annual Agent Training Hours
Agent Tenure (months)
Agent Job Satisfaction

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