Contact Center Benchmark PLUS – India – Outsourced


SAMPLE Contact Center Benchmark for Outsourced Contact Centers (report in PDF format) PLUS Download

SAMPLE Excel Data File for Outsourced Contact Center Benchmark PLUS Download

SKU: CC-INDIA-OUT-0723-PLUS Categories: , , ,


Report Number:

Number of data records in report:

Number of KPIs in report:

Report Production Date:
July 2023

Currency Units:
US Dollars $

Price Metrics
Average Price per Voice Contact
Average Price per Voice 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
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

Additional information

PDF Report - $1,499

No, Yes

Excel Data File - $1,499

No, Yes

MetricNet Presentation of Benchmarking Results - $499

No, Yes

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