You can’t manage what you don’t measure.
Which is why it’s so important for call center managers to benchmark their contact center’s performance. With proper benchmarking, you can determine just how well your operations (and your staff) stacks up against your competition. We’ve chosen 5 popular call center benchmarks: Service Level, Average Speed to Answer, Abandonment Rate, Call Duration, and First Call Resolution, to help you determine whether or not your contact center is performing optimally.
This infographic defines and reveals each of the 5 benchmark’s global average, which can be measured against your own contact center’s metrics. This is a good indication of whether or not your call center is performing up to par (maybe you’re exceeding metrics in some categories, but need a little boost in others). Take a look and see how you stack up!
Regardless of the results, we recommend reading the Executive Guide to Improving Call Center Metrics to help you improve each of these benchmarks at any level.
Your call center operates in a stressful environment where good quality metrics lead to a higher standard of customer service.
Download our free guide to help you improve 6 key call center metrics for better performance and future success.
- Customer Satisfaction
- Service Level
- First Call Resolution
- Average Handle Time
- Plus so Much More!