Call Center Benchmarks
MetricNet offers Call Center Cost Benchmarks for organizations that operate their own internal, in-house Call Centers.
MetricNet also offers Call Center Price Benchmarks for organizations that have outsourced their Call Centers, or are contemplating outsourcing their Call Center.
Download a sample Call Center Price Benchmark Report here.
Purchase your Call Center Benchmark here.
Call Center Cost Benchmarks
MetricNet's Call Center Benchmarks are built on MetricNet’s worldwide database of Call Center process and performance indicators, and are the most comprehensive benchmarks in the industry. The Call Center Cost Benchmark for in-house/insourced call centers includes the following Key Performance Indicators:
Cost Metrics
Cost per Inbound Contact
Cost per Minute of Handle Time
Productivity Metrics
Agent Utilization
Inbound Contacts per Agent per Month
Agents as a % of Total Headcount
Service Level Metrics
Average Speed of Answer (ASA)
% of Calls Answered in 30 Seconds
Call Abandonment Rate
Quality Metrics
Customer Satisfaction
Net First Contact Resolution Rate
Call Quality
Agent Metrics
Annual Agent Turnover
Daily Agent Absenteeism
Agent Occupancy
Agent Schedule Adherence
New Agent Training Hours
Annual Agent Training Hours
Agent Tenure
Agent Job Satisfaction
Contact Handling Metrics
Inbound Contact Handle Time
IVR Completion Rate
Download a sample report here.
Purchase your Call Center Benchmark here.
Call Center Price Benchmarks
The Call Center Price Benchmark for outsourced call centers includes the following Key Performance Indicators:
Price Metrics
Price per Inbound Contact
Price per Minute of Handle Time
Quality Metrics
Customer Satisfaction
Net First Contact Resolution Rate
Call Quality
Service Level Metrics
Average Speed of Answer (ASA)
% of Calls Answered in 30 Seconds
Call Abandonment Rate
Contact Handling Metrics
Inbound Contact Handle Time
IVR Completion Rate
Download a sample report here.
Purchase your Call Center Benchmark here.
