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The results of MetricNet’s 2017 United States In-House Customer Service Call Center Benchmark are in! The data includes 8 categories of metrics and 41 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 Inbound Channel Mix:

The average Voice % of Total Contacts for US In-House Customer Service Call Centers is 67.3% Tweet this stat

Call Center Cost:

The average Cost per Chat Session for US In-house Customer Service Call Centers is $7.85   Tweet this stat

Call Center Handle Time:

Web/Email Handle Time (minutes) was as high as 17.42 in our US In-house Customer Service Call Center benchmark Tweet this stat

Call Center Voice Quality:

The average Call Quality for US In-house Customer Service Call Centers is 87% Tweet this stat

Net First Contact Resolution Rate was as low as 39.5% in our US In-House Customer Service Call Center Benchmark Tweet this stat

Call Center Voice Productivity:

The average Voice Agent Utilization for US In-house Customer Service Call Centers is 49.2% Tweet this stat

Call Center Voice SLA:

Call Abandonment Rate was as high as 27.2% in our US In-House Customer Service Call Center Benchmark Tweet this stat

Call Center Agent: 

The average Daily Agent Absenteeism for US In-House Customer Service Call Centers is 8.3% Tweet this stat

New Agent Training Hours was as high as 274 in our US In-House Customer Service Call Center research Tweet this stat

Call Center Chat: 

The average % of Contacts Resolved in Chat for US In-house Customer Service call Centers is 2.6% 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.

Like any good business decision, benchmarking should be undertaken with the expectation that it will produce a positive ROI. To help justify your benchmarking investment, please read our whitepaper, The ROI of Benchmarking – The Business Case for Benchmarking Contact Centers.

An overview of MetricNet’s Call Center Benchmarking products 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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