The results of MetricNet’s 2017 United States In-House Customer Service Call Center Benchmark are in! The data includes 8 categories of metrics and 41 Key Performance Indicators. In this article, we will highlight 10 key statistics that all Customer Service Call Center professionals should be aware of. Call Center Inbound Channel Mix: The average Voice % of Total Contacts for US In-House Customer Service Call Centers is 67.3% Tweet this stat Call Center Cost: The average Cost per Chat Session for US In-house Customer Service Call Centers is $7.85 Tweet this stat Call Center Handle Time: Web/Email Handle Time (minutes) was as high as 17.42 in our US In-house Customer Service Call Center benchmark Tweet this stat Call Center Voice Quality: The average Call Quality for US In-house Customer Service Call Centers is 87% Tweet this stat Net First Contact Resolution Rate was as low as 39.5% in our US In-House Customer Service Call Center Benchmark Tweet this stat Call Center Voice Productivity: The average Voice Agent Utilization for US In-house Customer Service Call Centers is 49.2% Tweet this stat Call Center Voice SLA: Call Abandonment Rate was as high as 27.2% in our US In-House Customer Service Call Center Benchmark Tweet this stat Call Center Agent: The average Daily Agent Absenteeism for US In-House Customer Service Call Centers is 8.3% Tweet this stat New Agent Training Hours was as high as 274 in our US In-House Customer Service Call Center research Tweet this stat Call Center Chat: The average % of Contacts Resolved in Chat for US In-house Customer Service call Centers is 2.6% 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. Like any good business decision, benchmarking should be undertaken with the expectation that it will produce a positive ROI. To help justify your benchmarking investment, please read our whitepaper, The ROI of Benchmarking – The Business Case for Benchmarking Contact Centers. An overview of MetricNet’s Call Center Benchmarking products can be found here.
