In-house/Insourced Contact Center Benchmark - Canada

[vc_row][vc_column width="1/3"][vc_column_text css_animation="top-to-bottom"]Report Number: CC-CA-IN Production Time and Delivery: This report will be produced and delivered via email in PDF format within 5 business days. 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: Canadian Dollars $[/vc_column_text][/vc_column][vc_column width="1/3"][vc_column_text css_animation="top-to-bottom"] 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 [/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 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 [/vc_column_text][/vc_column][/vc_row]