NobelBiz

JANUARY 28, 2025

With the advancement of the contact center industry, benchmarks continue to shift and challenge businesses to meet higher customer expectations while maintaining efficiency. How to Benchmark Your Call Center Benchmarking is all about measuring your performance against clear, actionable goals and comparing them to industry standards.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

TeleDirect

MARCH 9, 2025

Train Agents for Speed and Efficiency Teach effective call-handling techniques to resolve issues quickly. Reduce Average Handle Time (AHT) Without Sacrificing Quality Use call monitoring software to identify and remove inefficiencies. Q2: What is the impact of long wait times on a business?

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

TeleDirect

MARCH 15, 2025

Companies looking to offer exceptional service while maintaining compliance with data security and industry regulations often prefer domestic call centers over offshore options. They handle inbound and outbound communications, including phone calls, live chat, email support, and more. Increased risk of data breaches.

Call Center 62

Call Center First call resolution Healthcare Telemarketing 62

CCNG

JULY 27, 2022

While the list of KPIs is endless, standard metrics that have stood the test of time include Quality Assurance (QA), Customer Satisfaction (CSAT), First Call Resolution (FCR), After Call Work (ACW), Service Level, and Occupancy. However, metrics have changed along with the industry. Satisfaction surveys are one solution.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

TeleDirect

MARCH 20, 2025

Compliance with industry regulations (e.g., Reduce average handling time (AHT) without compromising quality. Methods include: Post-call surveys to gather customer opinions. A: Key metrics include first-call resolution (FCR), customer satisfaction score (CSAT), average handle time (AHT), and compliance adherence.

Best practices 62

Best practices Calibration Average Handle Time First call resolution 62

Call Design

JULY 6, 2021

The contact centre industry is the backbone of brands all over the globe. A common grade of service is 70% in 20 seconds however service level goals should take into account corporate objectives, market position, caller captivity, customer perceptions of the company, benchmarking surveys and what your competitors are doing.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Outsource Consultants

MARCH 18, 2025

Ongoing training programs keep agents updated on product knowledge, customer service techniques, and the latest industry trends. Key metrics to consider include customer retention rates, average handle time, and first call resolution rates. To improve NPS, call centers need to create positive, memorable experiences.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

ShepHyken

FEBRUARY 1, 2022

Shep Hyken interviews Joe Jorczak, Head of Industry for Service & Support at Yext , a company that offers an AI-powered Answers Platform that understands the natural language that mirrors how customers ask questions with the capability to provide direct answers. How to Make It Easy for Customers to Find Answers.

Average Handle Time 185

Average Handle Time Chatbots Self service Customer Support 185

Interactions

FEBRUARY 6, 2025

Highly regulated industries, especially those that deal with critical moments in customers financial journeys, can be a tough nut to crack when it comes to contact center automation. According to the McKinsey survey of more than 8,500 insurance consumers , six in 10 customers switch channels pre-purchase.

Self service 62

Self service Average Handle Time Surveys Contact Center 62

TeleDirect

DECEMBER 22, 2024

Average Handle Time (AHT) : Tracks the efficiency of call resolution. Q: What industries benefit most from inbound call center services? A: Industries such as e-commerce, healthcare, technology, financial services, and event management greatly benefit from inbound call center solutions.

Call Center 62

Call Center Technical Support Healthcare Abandon rate 62

Fonolo

DECEMBER 13, 2022

Our rich insights help inform your strategy and monitor progress, showing metrics like average handle time (AHT), and much more. . Average handle time (AHT): If an agent’s AHT is ten minutes at the start, you could develop a goal to lower it to three minutes, for example. . We’ll call him Jerry.

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135

TeleDirect

JANUARY 13, 2025

Order Management: Customers call to place, track, or modify orders, especially in e-commerce and retail industries. Billing Inquiries: Agents handle questions about invoices, payments, and account balances. Market Research: Surveys and feedback collection through outbound calls provide valuable insights for business strategies.

Telemarketing 62

Telemarketing Call Center CRM Healthcare 62

Fonolo

JUNE 9, 2020

Average Handle Time (AHT). Average Handle Time (also known as Average Response Time) refers to the amount of time it takes for an agent to answer an incoming inquiry. But be warned: the problem with average handle time is that it measures agency efficiency but not effectiveness.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The responses were also divided by industry and by demographics, and here were some other take-aways that should be of special concern to managers in the following sectors: Industry sectors with highest caller pain points: 47.2%

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

BlueOcean

DECEMBER 2, 2024

When it comes to customer experience , there’s a lot of cross-over between the hospitality industry and the contact center industry. Both industries are in the business of earning a customer’s repeat business through the quality of the experience we deliver. Let me give you a specific example.

Customer Service 62

Customer Service industry standards Contact Center Average Handle Time 62

Fonolo

SEPTEMBER 14, 2021

A Salesforce survey of 8,000 customers, both individuals and businesses, showed that 75% of customers expect companies to use technology for better customer experiences. FACT: Call-back technology is quickly becoming an industry standard for call centers. Customer feedback is another indispensable source of data.

Call Center 142

Call Center Customer Service Abandon rate Average Handle Time 142

Interactions

APRIL 2, 2025

First, the IVA saves agent time by authenticating the customers identity and gathering information prior to escalation. That data is then shared with the live agent so that they can immediately help with the issue rather than wasting time on repetitive questions.

Self service 62

Self service Average Handle Time Upselling Contact Center 62

Callminer

APRIL 24, 2020

call center industry is alive and well. According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. Not doing so risks losing valuable customers and call center talent in an industry that’s already known for high agent attrition rates.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Balto

MARCH 3, 2025

Call center automation is transforming customer service operations across industries, shifting from traditional human-only models to a hybrid approach that blends technology with human expertise. Voice biometrics and authentication streamline the verification process, reducing average handle time by 45 seconds per call.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

Fonolo

SEPTEMBER 28, 2021

According to research from the Harvard Business Review, 71% of managers surveyed said employee engagement is an important factor in the overall success of a company. In every industry, managers are the backbone of their workplace. when it comes to setting goals (specific, measurable, attainable, relevant, time-bound).

Call Center 150

Call Center Management Agent burnout Employee engagement 150

TechSee

SEPTEMBER 29, 2020

The Harvard Business Review indicates that the cost of each self-service transaction is negligible, while the average cost of a live service interaction runs to between $7 and $13. Reduce second-time calls with better FCR. ” Techniques to optimize time. Improve AHT with knowledge bases.

Call Center 196

Call Center Self service Gamification Contact Center 196

Fonolo

OCTOBER 10, 2017

At Fonolo, we’ve been preaching about the benefits of call-backs for many years, and survey data shows that the industry is responding as the percentage of call centers offering this option continues to grow. The annual “Contact Center Decision Maker’s Guide” from ContactBabel is one of the best sources of data about the industry.

Surveys 64

Surveys Call Center Average Handle Time Contact Center 64

Calabrio

APRIL 11, 2025

A comprehensive needs assessment involves: Analyzing Performance Data: Dive into key metrics like Customer Satisfaction (CSAT) , First Call Resolution (FCR) , Average Handle Time (AHT) , and other factors of QA scorecards. Use surveys, interviews, and focus groups. Ask: Where are the gaps in performance?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Fonolo

JANUARY 17, 2023

Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. According to a recent PWC survey, customers value : Speed. Metrics like first-call resolution and average handle time have historically been used to measure agent success and by extension, customer sentiment.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

ViiBE Blog

APRIL 28, 2021

Key Performance Indicators (KPI)s are metrics used to measure employee performance and change from industry to industry. Call centers and contact centers have industry-specific KPIs to measure agent performance. Here are the five KPIs that we will focus on: Average Handle Time.

Call Center 98

Call Center Schedule adherence Average Handle Time First call resolution 98

Fonolo

MARCH 4, 2021

The average call center has an FCR of 72%. This metric is one of the most common industry KPIs, as it also indicates the percentage of customers who need to reach out multiple times to resolve a problem. Many contact centers will track Average Handle Time, or AHT, as a performance metric for agents.

Metrics 148

Metrics Call Center Abandon rate Abandon Call 148

Monet Software

DECEMBER 21, 2018

Is Average Handle Time (AHT) still an important consideration at the contact center? We think so, but a recent survey by Call Centre Helper found that just 27% of industry professionals believe it’s a metric worth measuring. The same survey reveals that AHT seems to be going up at more than one-third of businesses.

First call resolution 48

First call resolution Average Handle Time Surveys Contact Center 48

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. It’s a simple and strategic way to properly optimize funnels.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Calabrio

MARCH 5, 2025

A McKinsey survey revealed customer care leaders top growth priorities included customer experience improvement, technology implementation, and identifying revenue growth opportunities. A survey by HubSpot reports that 63% of companies are spending more time prioritizing CX.

Best practices 52

Best practices Coaching Scripts Contact Center 52

Balto

MARCH 17, 2025

These systems can also detect when wait times exceed acceptable thresholds and alert supervisors in real-time. They utilize key performance indicators (KPIs) such as average handle time and customer satisfaction scores to help agents and managers make informed decisions, identify issues, and enhance operational efficiency.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. What are you looking for when hiring for agents in the hospitality industry? That’s true in hospitality, and I am sure it is true in the customer service industry overall.

Customer Service 141

Customer Service industry standards Contact Center Average Handle Time 141

The Northridge Group

JULY 20, 2023

Additionally, in the recent 2023 State of CX report conducted by The Northridge Group , survey responses revealed that while nearly 50% of consumers had knowingly spoken to a customer service associate working from home, almost 75% of those respondents felt the associate’s location did not impact the resolution of their issue.

Contact Center 128

Contact Center Abandon rate contact center associations Average Handle Time 128

Taylor Reach Group

JANUARY 11, 2018

The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. Each day millions of calls, emails, chats, SMS messages and social media interactions are handled by Contact Center agents employed by these Contact Center Outsourcing (CCO) firms representing thousands of organizations and brands.

Contact Center 60

Contact Center outsourcing Calibration Abandon rate 60

TechSee

JUNE 11, 2019

Conversely, when trying to improve NPS, agents would often spend additional time building relationships with their customers, driving up call durations. Recently, an innovative technology has emerged, transforming contact center operations and customer experience across a wide range of industries: Visual Assistance.

Technology 117

Technology Customer Service Contact Center Self service 117

Calabrio

MARCH 7, 2025

Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. What exactly does it mean, how is it measured, and what are the current industry trends? Contact center industry averages vary.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Comm100

SEPTEMBER 28, 2022

Before you begin making changes to your service delivery and your staffing practices, it’s important to understand how your organization compares against industry. A high number of missed chats may also indicate that agents are spending too much time on each chat. We’ll look more at the average handle time metric later.

Average Handle Time 98

Average Handle Time Benchmark Wait times Metrics 98

Outsource Consultants

APRIL 2, 2025

Stronger brand protection in regulated or sensitive industries. Industry-Specific Knowledge and Expertise Call centers with specialized knowledge in your industry provide more accurate and efficient service. The ideal AHT varies by industry but generally falls between 5-7 minutes.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67