NobelBiz

DECEMBER 19, 2023

Metrics and KPIs in a call center can range from tracking the time agents spend on a task to the number of calls they take per hour. These data can be organized and analyzed to help better understand what’s happening in the call center . The industry benchmark for supervisor escalation is 10% or less .

Call Center 105

Call Center Management Contact Center Wait times 105

Outsource Consultants

MARCH 12, 2025

Mexico’s call centers are setting new benchmarks in customer retention. A leading e-commerce company partnered with a Mexican call center and reported a 30% increase in first-call resolution rates. This technological edge enables them to provide seamless, efficient service across multiple channels.

Customer retention 67

Customer retention Call Center outsourcing Consulting 67

Balto

JANUARY 14, 2025

It provides actionable insights into key performance indicators (KPIs) such as average handle time (AHT), first call resolution (FCR), and customer satisfaction scores, which evaluate the effectiveness of call center operations and customer experience. This personalization increased customer retention by 18%.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

NICE inContact

JUNE 30, 2016

Similar to Big Data and other advancements in business intelligence, the data on its own is virtually useless if you don’t know what to do with it. Make sure to set benchmarks first so you’ll have a number to which results can be compared.

Analytics 49

Analytics Contact Center Technology First call resolution 49

Fonolo

NOVEMBER 17, 2020

In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth. The basic concept has been around for decades, but only in the last few years have we learned how beneficial it could be for both the call center and the caller. Big Data is Getting Bigger.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176