Call Center Cost:
The average Cost per Minute of Inbound Handle Time for US In-house Customer Service Call Centers is $0.96 Tweet this stat
Call Center Productivity:
Inbound Contacts per Agent per Month was as high as 2,060 in our US In-house Customer Service Call Center research Tweet this stat
The average Agent Utilization in US In-house Customer Service Call Centers is 53.2% Tweet this stat
Call Center Service Level:
The average Call Abandonment Rate for US In-house Customer Service Call Centers is 4.3% Tweet this stat
% of Calls Answered in 30 Seconds was as low as 17.3% in our US In-house Customer Service Call Center research Tweet this stat
Call Center Quality:
The average Net First Contact Resolution Rate for US In-house Customer Service Call Centers is 81.6% Tweet this stat
Call Center Agent:
The average Daily Agent Absenteeism for US In-house Customer Service Call Centers is 10.1% Tweet this stat
Annual Agent Training Hours was as high as 95 in our US In-house Customer Service Call Center research Tweet this stat
Annual Agent Turnover was as low as 5.9% in our US In-house Customer Service Call Center research Tweet this stat
Call Center Contact Handling:
The average IVR Completion Rate for US In-house Customer Service call Centers is 15.4% Tweet this stat
Purchase the full US In-House Call Center Benchmark
MetricNet's Call Center Benchmarks are built on MetricNet’s worldwide database of Call Center process and performance indicators, and are the most comprehensive benchmarks in the industry.
Key Performance Indicators included in the Call Center Cost Benchmark for in-house/insourced Call Center groups can be found
here.
Key Performance Indicators included in the Call Center Price Benchmark for outsourced Call Center groups can be found
here.
