10 Key Call Center Statistics | 2014 Benchmark

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.