Retail Banking | Customer Service Contact Center Benchmark

[vc_row type="in_container" full_screen_row_position="middle" column_margin="default" column_direction="default" column_direction_tablet="default" column_direction_phone="default" scene_position="center" text_color="dark" text_align="left" row_border_radius="none" row_border_radius_applies="bg" overflow="visible" overlay_strength="0.3" gradient_direction="left_to_right" shape_divider_position="bottom" bg_image_animation="none"][vc_column column_padding="no-extra-padding" column_padding_tablet="inherit" column_padding_phone="inherit" column_padding_position="all" column_element_direction_desktop="default" column_element_spacing="default" desktop_text_alignment="default" tablet_text_alignment="default" phone_text_alignment="default" background_color_opacity="1" background_hover_color_opacity="1" column_backdrop_filter="none" column_shadow="none" column_border_radius="none" column_link_target="_self" column_position="default" gradient_direction="left_to_right" overlay_strength="0.3" width="1/3" tablet_width_inherit="default" animation_type="default" bg_image_animation="none" border_type="simple" column_border_width="none" column_border_style="solid"][vc_column_text css_animation="top-to-bottom"]Production Time and Delivery: This report will be produced and delivered via email in PDF format within 5 business days. Report Number: CC-RB-CS-ODM 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: US Dollars $[/vc_column_text][/vc_column][vc_column column_padding="no-extra-padding" column_padding_tablet="inherit" column_padding_phone="inherit" column_padding_position="all" column_element_direction_desktop="default" column_element_spacing="default" desktop_text_alignment="default" tablet_text_alignment="default" phone_text_alignment="default" background_color_opacity="1" background_hover_color_opacity="1" column_backdrop_filter="none" column_shadow="none" column_border_radius="none" column_link_target="_self" column_position="default" gradient_direction="left_to_right" overlay_strength="0.3" width="1/3" tablet_width_inherit="default" animation_type="default" bg_image_animation="none" border_type="simple" column_border_width="none" column_border_style="solid"][vc_column_text css_animation="top-to-bottom"]Inbound Channel Mix Metrics Live Voice % of Total Voice Bot % of Total Live Chat % of Total Chat Bot % of Total IVR % of Total Email / Web Submit % of Total Self-Help/Website % of Total Cost Metrics Average Cost per Voice and Chat Contact Average Cost per Voice Contact Average Cost per Chat Contact Average Cost per Agent Assisted Contact (voice, chat, and email) Average Cost per Contact (all contacts, including IVR and Self-Help/Website) Average Cost per Voice and Chat Minute Handle Time Metrics Voice Handle Time (minutes) Chat Handle Time (minutes) Email Handle Time (minutes) Quality Metrics Voice and Chat Customer Satisfaction Voice Customer Satisfaction Chat Customer Satisfaction Voice and Chat First Contact Resolution Rate Voice First Contact Resolution Rate Chat First Contact Resolution Rate Voice and Chat Quality Net Promoter Score[/vc_column_text][/vc_column][vc_column column_padding="no-extra-padding" column_padding_tablet="inherit" column_padding_phone="inherit" column_padding_position="all" column_element_direction_desktop="default" column_element_spacing="default" desktop_text_alignment="default" tablet_text_alignment="default" phone_text_alignment="default" background_color_opacity="1" background_hover_color_opacity="1" column_backdrop_filter="none" column_shadow="none" column_border_radius="none" column_link_target="_self" column_position="default" gradient_direction="left_to_right" overlay_strength="0.3" width="1/3" tablet_width_inherit="default" animation_type="default" bg_image_animation="none" border_type="simple" column_border_width="none" column_border_style="solid"][vc_column_text css_animation="top-to-bottom"]Productivity Metrics Agent Utilization Voice and Chat Contacts per Agent per Month Voice, Chat, and Email Agents as a % of Total Contact Center Headcount SLA Metrics Average Speed of Answer (Voice and Chat) (seconds) Call Abandonment Rate (Voice and Chat) % Answered in 30 Seconds (Voice and Chat) 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 % Failover Rate from Chat to Voice Average Concurrent Chat Sessions Max Concurrent Chat Sessions Number of Chat Sessions per Chat Agent per Month[/vc_column_text][/vc_column][/vc_row]