Report Number:
CC-AU-IN-0818
Number of data records in report:
37
Report Production Date:
August 2018
Currency Units:
Australian Dollars $
Product Description
$2,999.00 – $4,997.00
Australia Call Center Benchmark for In-house/Insourced Call Center (report in PDF format) sample
Add-On – Excel Data File for Australia Insourced Call Center Benchmark sample
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- Additional information
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- Returns & Delivery
- You have 14 calendar days to return an item from the date you received it.
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- Please ensure that the item you are returning is repackaged with all elements.
Description
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
Additional information
| ADD Excel Data File - $1,499 | No, Yes |
|---|---|
| ADD MetricNet Presentation of Benchmarking Results - $499 | No, Yes |
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Ship your item back to Us
Firstly Print and return this Returns Form to:
30 South Park Avenue, San Francisco, CA 94108, USA
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