Contact Center Benchmark PLUS - United States - Outsourced

[vc_row][vc_column width="1/3"][vc_column_text css_animation="top-to-bottom"]Number of data records in report: 38 Number of KPIs in report: 22 Report Production Date: Recently Updated Currency Units: US Dollars $[/vc_column_text][/vc_column][vc_column width="1/3"][vc_column_text css_animation="top-to-bottom"]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 [/vc_column_text][/vc_column][vc_column width="1/3"][vc_column_text css_animation="top-to-bottom"]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 [/vc_column_text][/vc_column][/vc_row]