North America Outsourced Contact Center Benchmark


Outsourced Contact Center Benchmark Sample Report sample

Add-On – Excel Data File for Outsourced Contact Center Benchmark Sample sample

SKU: CC-NA-OUT-1022 Categories: , , , ,


Report Number:

Number of data records in report:

Report Production Date:
October 2022

Functional Area:
Inbound Customer Service

Service Delivery Model:
Outsourced Customer Support

Regions Represented:
United States and Canada

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

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.
Agent Shrinkage
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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