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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United States Contact Center Benchmark for In-house/Insourced Contact Centers (report in PDF format) sample
Excel Data File for United States Insourced Contact Center Benchmark sample
Report Number: CC-US-IN-0723-PRO
Number of data records in report: 54
Number of KPIs in report: 41
Report Production Date: June 2023
Currency Units: US Dollars $
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
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