Hospitality | Customer Service Contact Center Benchmark

Production Time and Delivery:
This report will be produced and delivered via email in PDF format within 5 business days.

Report Number:
CC-HS-CS-2020

Number of data records in report:
Variable

Report Production Date:
This report is produced on demand using data that is less than 12 months old.

Currency Units:
US Dollars $

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
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 Originating 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