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The results of MetricNet’s 2014 United States In-House Customer Service Call Center Benchmark are in! The data includes 6 types of metrics and 21 Key Performance Indicators. In this article, we will highlight 10 key statistics that all Customer Service Call Center professionals should be aware of.

Call Center Cost:

The average Cost per Minute of Inbound Handle Time for US In-house Customer Service Call Centers is $1.03   Tweet this stat

Call Center Productivity:

Inbound Contacts per Agent per Month was as high as 2,202 in our US In-house Customer Service Call Center research Tweet this stat

The average Agent Utilization in US In-house Customer Service Call Centers is 51.1% Tweet this stat

Call Center Service Level:

The average Call Abandonment Rate for US In-house Customer Service Call Centers is 4.4% Tweet this stat

% of Calls Answered in 30 Seconds was as low as 25% in our US In-house Customer Service Call Center research Tweet this stat

Call Center Quality:

The average Net First Contact Resolution Rate for US In-house Customer Service Call Centers is 82.8% Tweet this stat

Call Center Agent: 

The average Daily Agent Absenteeism for US In-house Customer Service Call Centers is 8.2% Tweet this stat

Annual Agent Training Hours was as high as 74 in our US In-house Customer Service Call Center research Tweet this stat

Annual Agent Turnover was as low as 7.5% in our US In-house Customer Service Call Center research Tweet this stat

Call Center Contact Handling: 

The average IVR Completion Rate for US In-house Customer Service call Centers is 17.3% Tweet this stat

Purchase the full US In-House Call Center Benchmark

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.

Key Performance Indicators included in the Call Center Cost Benchmark  for in-house/insourced Call Center groups can be found here.

Key Performance Indicators included in the Call Center Price Benchmark  for outsourced Call Center groups can be found here.

Angela Irizarry

Angela Irizarry joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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