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Contact Center Benchmarks

MetricNet offers Contact Center Benchmarks with Cost Metrics for organizations that operate their own internal, in-house Contact Centers.

MetricNet also offers Contact Center Benchmarks with Price Metrics for organizations that have outsourced their Contact Centers, or are contemplating outsourcing their Contact Center.

An overview of MetricNet’s four core contact center benchmarking products as well as the metrics in each contact center benchmark can be found below, but please keep in mind that MetricNet’s services extend far beyond these four products and can be customized to fit your needs!

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MetricNet’s Four Core Contact Center Benchmarking Products

MetricNet offers a comprehensive suite of benchmarking products and services for every contact center professional.

MetricNet’s Downloadable Contact Center Industry Benchmarks

We are the first, and still the only company in the industry to offer downloadable contact center benchmarks from our website. These benchmarks are ideal for those who are just getting started with benchmarking, and want to familiarize themselves with the contact center industry’s Key Performance Indicators.

MetricNet’s Contact Center Benchmarking Data Files

MetricNet is also the only company in the industry to offer contact center benchmarking data files. For our clients who know how to benchmark, but lack the peer group data to benchmark against, these data files are the perfect solution. They typically consist of 30 or more data records, each representing a different contact center, and include more than 40 Key Performance Indicators for each data record.

MetricNet’s Comprehensive Contact Center Peer Group Benchmarks

Contact Center Peer Group Benchmarks are the next offering in our product suite. The majority of MetricNet’s clients get started with a peer group benchmark. These are our most comprehensive and diagnostic benchmarks. They include our client’s data, and illustrate in a series of tables, graphs, and bar charts exactly how the client is performing compared to a peer group of similar contact centers.

MetricNet’s One Year Path To World-Class Contact Center Performance

Our final offer is the One Year Path to World-Class Contact Center Performance. This is designed for MetricNet clients who wish to be coached and guided through the improvement phase of their benchmark. The program begins with a contact center peer group benchmark. This is followed by a 6-9 month improvement and optimization phase, where the recommendations from the initial benchmark are implemented. The program concludes with a second contact center peer group benchmark that demonstrates objectively and definitively that the client has indeed achieved world-class performance.

Metrics In MetricNet’s Contact Center Cost Benchmarks For Insourced Contact Centers

MetricNet’s Contact Center Benchmarks are built on MetricNet’s worldwide database of Contact Center process and performance indicators, and are the most comprehensive benchmarks in the industry. The Contact Center Cost Benchmark for in-house/insourced call centers includes the following Contact Center Metrics and Key Performance Indicators:

Inbound Channel Mix Metrics

  • Voice % of Total
  • Chat % of Total
  • IVR % of Total
  • Web Ticket/Email % of Total
  • Other % of Total

Cost Metrics

  • Average Cost per Voice Contact
  • Average Cost per Chat Session
  • Average Cost per Web Ticket/Email Contact
  • Average Cost per Agent Assisted Contact (voice, chat, and email/web)
  • Average Cost per Contact (all contacts, including IVR)
  • Average Cost per Voice Minute
  • Average Cost per Chat Minute
  • Average Cost per Web Ticket/Email 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

  • Voice Agent Utilization
  • Inbound Voice Contacts per Agent per Month
  • 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

Chat Metrics

  • % of Contacts Resolved in Chat
  • % of Contacts Resolved in Chat
  • Chat First Contact Resolution Rate
  • % Failover Rate from Chat to Voice
  • Customer Satisfaction in Chat Channel
  • Average Concurrent Chat Sessions
  • Max Concurrent Chat Sessions
  • Number of Chat Sessions per Chat Agent per Month

Metrics In MetricNet’s Contact Center Price Benchmarks For Insourced Contact Centers

MetricNet’s Contact Center Benchmarks are built on MetricNet’s worldwide database of Contact Center process and performance indicators, and are the most comprehensive benchmarks in the industry. The Contact Center Price Benchmark for in-house/insourced call centers includes the following Contact Center Metrics and Key Performance Indicators:

Inbound Channel Mix Metrics

  • Voice % of Total
  • Chat % of Total
  • IVR % of Total
  • Web Ticket/Email % of Total
  • Other % of Total

Price Metrics

  • Average Price per Voice Contact
  • Average Price per Chat Session
  • Average Price per Web Ticket/Email Contact
  • Average Price per Agent Assisted Contact (voice, chat, and email/web)
  • Average Price per Contact (all contacts, including IVR)
  • Average Price per Voice Minute
  • Average Price per Chat Minute
  • Average Price per Web Ticket/Email 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

  • Voice Agent Utilization
  • Inbound Voice Contacts per Agent per Month
  • 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

Chat Metrics

  • % of Contacts Resolved in Chat
  • % of Contacts Resolved in Chat
  • Chat First Contact Resolution Rate
  • % Failover Rate from Chat to Voice
  • Customer Satisfaction in Chat Channel
  • Average Concurrent Chat Sessions
  • Max Concurrent Chat Sessions
  • Number of Chat Sessions per Chat Agent per Month
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