Calabrio

MARCH 7, 2025

Call Center Industry Turnover Rate Benchmarks Call center turnover rates are notoriously high compared to other industries. Contact center industry averages vary. Depending on the type of work performed, typical benchmarks range from as low as 15% to 45%, or even higher.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

Interaction Metrics

FEBRUARY 20, 2025

We also benchmark your NPS against industry standards, providing critical insights that show where you stand compared to competitors. You can also encourage your customer base to participate through gamification. Research industry benchmarks. Then, use the benchmarking data to set realistic goals.

Surveys 62

Surveys Benchmark Feedback Metrics 62

Outsource Consultants

JANUARY 27, 2025

Strategies to Improve Customer Satisfaction KPIs: Clearly define each metric and establish benchmarks. Benchmark: Many organizations aim for an AHT of 480 seconds (8 minutes), depending on industry standards. Industry Standard: The 80/20 rule (80% of calls answered within 20 seconds) is a common benchmark.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

Outsource Consultants

FEBRUARY 27, 2025

At Outsource Consultants, we’ve observed how Indian call centers are setting new benchmarks for service excellence. Some centers have adopted gamification techniques to make product training more engaging. However, recent years have seen a remarkable transformation in their approach to quality assurance.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

NobelBiz

APRIL 18, 2023

Benchmarking Against Industry Standards Benchmarking against industry standards helps operations managers gauge their team’s performance relative to competitors. Why is benchmarking important? You can learn more about call center gamification in this workshop episode.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Hodusoft

NOVEMBER 6, 2024

Performance in a contact center refers to how effectively agents manage calls, resolve issues, and meet established benchmarks. Quality assurance (QA) involves systematic monitoring and evaluation of interactions to ensure they meet predefined standards. Together, performance and QA form the backbone of a successful contact center.

Best practices 52

Best practices Contact Center Contact center software Abandon rate 52