MetricNet offers Contact Center benchmarks with cost, quality, and service level metrics for organizations that operate their own internal contact centers as well as those that outsource the contact center to a managed service provider.
MetricNet offers Service Desk benchmarks with cost, quality, and service level metrics for organizations that operate their own internal service desks as well as those that outsource the service desk to a managed service provider.
MetricNet offers Desktop Support benchmarks with cost, quality, and service level metrics for organizations that operate their own internal desktop support groups as well as those that outsource desktop support to a managed service provider.
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Home » Call Center Benchmarks
MetricNet offers Call Center Benchmarks with Cost Metrics for organizations that operate their own internal, in-house Call Centers.
MetricNet also offers Call Center Benchmarks with Price Metrics for organizations that have outsourced their Call Centers, or are contemplating outsourcing their Call Center.
An overview of MetricNet’s four core Call Center benchmarking products as well as the metrics in each Call Center benchmark can be found below, but please keep in mind that MetricNet’s services extend far beyond these four products and can be customized to fit your needs!
MetricNet offers a comprehensive suite of benchmarking products and services for every Call Center professional.
We are the first, and still the only company in the industry to offer downloadable Call Center benchmarks from our website. These benchmarks are ideal for those who are just getting started with benchmarking, and want to familiarize themselves with the Call Center industry’s Key Performance Indicators.
Call Center Peer Group Benchmarks are the next offering in our product suite. The majority of MetricNet’s clients get started with a peer group benchmark. These are our most comprehensive and diagnostic benchmarks. They include our client’s data, and illustrate in a series of tables, graphs, and bar charts exactly how the client is performing compared to a peer group of similar Call Centers.
Call Center peer group benchmarks are very revealing because they highlight, in very obvious ways, the key strengths and weaknesses in the client’s performance.
Moreover, they are diagnostic. They drill down into the underlying drivers of performance to explain both the positive and the negative performance gaps. This level of understanding is crucial to successful benchmarking because it gives our clients the insight they need to perpetuate the positive performance, while mitigating or eliminating the negative performance gaps.
MetricNet is also the only company in the industry to offer Call Center benchmarking data files. For our clients who know how to benchmark, but lack the peer group data to benchmark against, these data files are the perfect solution. They typically consist of 30 or more data records, each representing a different Call Center, and include more than 40 Key Performance Indicators for each data record.
Our final offer is the One Year Path to World-Class Call Center Performance. This is designed for MetricNet clients who wish to be coached and guided through the improvement phase of their benchmark. The program begins with a Call Center peer group benchmark. This is followed by a 6-9 month improvement and optimization phase, where the recommendations from the initial benchmark are implemented. The program concludes with a second Call Center peer group benchmark that demonstrates objectively and definitively that the client has indeed achieved world-class performance.
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. The Call Center Cost Benchmark for in-house/insourced call centers includes the following Call Center Metrics and Key Performance Indicators:
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
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
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. The Call Center Price Benchmark for outsourced call centers includes the following Call Center Metrics and Key Performance Indicators:
Price Metrics Average Price per Voice Contact Average Price per Chat Session Average Price per Web Ticket/Email Contact Average Price per Agent Assisted Contact (voice, chat, and email/web) Average Price per Contact (all contacts, including IVR) Average Price per Voice Minute Average Price per Chat Minute Average Price per Web Ticket/Email Minute
