Hodusoft

OCTOBER 23, 2024

Importance of Measuring NPS for BPO Contact Centers How to Benchmark NPS Tips to Conduct the NPS Survey What is Net Promoter Score (NPS)? A study conducted by Retently ranked the top five industries with the highest average NPS. With an NPS of +74, the insurance industry ranks at the top. The answer is a resounding yes!

Surveys 52

Surveys Benchmark Contact Center Employee engagement 52

Calabrio

MARCH 5, 2025

VoC-specific educational initiatives for your business may include VoC workshops with experts, case study analysis, and VoC tools or platform training. Benchmark against competitors To gain a competitive edge, it’s essential to benchmark your VoC program against others in your industry.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

AWS Machine Learning

MAY 9, 2024

The rapid advancements in artificial intelligence and machine learning (AI/ML) have made these technologies a transformative force across industries. According to a McKinsey study , across the financial services industry (FSI), generative AI is projected to deliver over $400 billion (5%) of industry revenue in productivity benefits.

Government 135

Government Best practices Benchmark Metrics 135

Fonolo

SEPTEMBER 26, 2018

Anyone working in the service industry, be it in retail, health or finance, should get the low-down on Service Level Agreements (SLAs), and fast. If it’s crunch time and you’re looking to quickly study up on SLAs, look no further. This means ongoing research, testing, and analysis, and a feasibility study, too.

Call Center 67

Call Center Abandon rate industry standards Service level 67

Pointillist

NOVEMBER 11, 2019

You also need to know why First Call Resolution is important, along with standard benchmarks and emerging FCR trends. According to a recent study , 60% of contact center respondents affirmed that they use FCR. Despite this widespread adoption, there is not one industry-standard way to collect data.

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

Outsource Consultants

FEBRUARY 27, 2025

At Outsource Consultants, we’ve observed how Indian call centers are setting new benchmarks for service excellence. A study by Aberdeen Group found that companies with strong omnichannel engagement retain 89% of customers. A study examined how customer perceptions of a foreign accent in call centers can affect their evaluations.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

Outsource Consultants

APRIL 2, 2025

Industry-Specific Knowledge and Expertise Call centers with specialized knowledge in your industry provide more accurate and efficient service. A Deloitte study found that 68% of businesses consider industry-specific knowledge a top factor when choosing a call center partner.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

Fonolo

FEBRUARY 9, 2023

In other places, you might read that the 80/20 principle came from an AT&T study conducted some 30 years ago, that found that callers tended to hang up after 20 seconds in the queue. Whatever the story is, clearly we need to approach this “standard” with skepticism.

Service level 142

Service level Call Center Abandon rate Metrics 142

Outsource Consultants

MARCH 2, 2025

You can use industry benchmarks to estimate your staffing needs. Similarly, a financial services company would benefit from a partner well-versed in PCI DSS standards. Ask potential partners for case studies or client testimonials from your industry. How many calls do you receive daily, weekly, or monthly?

call center solutions 67

call center solutions outsourcing Call Center Average Handle Time 67

Fonolo

JUNE 9, 2014

In other places, I’ve read that it came from an AT&T study conducted some 30 years ago, that had found that callers tended to hang up after 20 seconds in the queue. Whatever the story is, clearly we need to approach this “standard” with skepticism. The ’80/20 Rule’ is Just an Arbitrary Industry Standard.

Service level 96

Service level Call Center Abandon rate Metrics 96

Balto

NOVEMBER 8, 2022

Benchmark Your Metrics. Measuring your call center metrics without familiarizing yourself with the industry standards can make it harder for you to determine if you’re going in the right direction. Ideally, you’d want your metrics to match or be better than your industry’s standards. 2022 Metric Benchmarks.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

airespring

DECEMBER 9, 2015

In a benchmark study from ForeSee , data collected from 11,000 customers indicated that “a satisfied customer is the key to maintaining and growing sales and profitability.” Agents still follow company-designed scripts, ensuring that they adhere to industry standards and provide accurate information.

Scripts 48

Scripts Contact Center industry standards Benchmark 48

Hodusoft

DECEMBER 21, 2023

FCR- Definition and Metrics The FCR is the gold standard that measures how well a service center addresses and resolves queries or issues raised by its customers as soon as they contact it. It is widely used as the benchmark for gauging customer service efficiency. Ready to replicate their success? Connect with us! Ask for a Free demo!

call center software 64

call center software Banking Call Center First call resolution 64

Real Blue Sky

MARCH 6, 2023

In fact, according to one Deloitte study, the number of service leaders whose top priority was cost reduction will shrink by one-third. You may even find it helpful to leverage a third party to evaluate performance relative to best practices and benchmarks. Complies with your required industry standards.

outsourcing 98

outsourcing Contact Center Real estate Business Process Outsourcing 98

Kayako

SEPTEMBER 13, 2017

A recent study by Twilio and market research firm Vanson Bourne analyzed how consumers from seven different countries want to use tech to talk to businesses and brands in 2016. Browsing the internet and identifying industry standards or performance benchmarks to meet isn’t the answer.

industry standards 58

industry standards Benchmark Personalization Accountability 58

CSM Practice

OCTOBER 15, 2019

A TSIA benchmark study on renewal rates showed that there is a 13.7 To do so, most organizations currently use industry standard CRM systems in combination with a marketing automation system. Per TSIA benchmark study, company size is the most commonly used segmentation strategy.

Benchmark 40

Benchmark SaaS Journey mapping Customer centricity 40

JustCall

JULY 23, 2020

However, there's an industry benchmark based on which you can assess your performance. According to industry benchmark research, the average sales cycle length for B2B companies is 102 days ( source ). But remember, you can't study your monthly sales growth in isolation. It will vary from company to company.

Sales 52

Sales Metrics Upselling Benchmark 52

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? A study by ICMI found that “Coaching is proven to help agents reinforce key behaviors and skills.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

NobelBiz

MARCH 5, 2024

Read Case Study Watch video Key KPIs for Contact Center Reporting The strategic monitoring of Key Performance Indicators (KPIs) in contact center management is not just beneficial—it’s essential. Strategy : Utilize industry reports and benchmarking studies to gauge your performance against peers.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

JustCall

OCTOBER 25, 2023

As per a study from Qualtrics , businesses risk losing up to 6.7% Benchmarking your survey results with historical data or industry standards to understand where you stand. Not enough time to handle customer complaints Next comes the challenge of actually handling customer complaints. of their revenue, while $3.1

Surveys 52

Surveys Best practices Feedback Metrics 52

Spearline

JUNE 18, 2019

The test calls are recorded, and the audio quality is measured using the industry-standard Perceptual Evaluation of Speech Quality (ITU P.862 Monitor the performance of your entire telecommunications infrastructure and benchmark your performance against others in your industry using our advanced reporting features.

Telecommunications 40

Telecommunications Interactive Voice Response Call Logging Call flow 40

Spearline

JUNE 18, 2019

The test calls are recorded, and the audio quality is measured using the industry-standard Perceptual Evaluation of Speech Quality (ITU P.862 Monitor the performance of your entire telecommunications infrastructure and benchmark your performance against others in your industry using our advanced reporting features.

Telecommunications 40

Telecommunications Interactive Voice Response Call Logging Call flow 40

EPIC Connections

JUNE 26, 2019

Use benchmarking reports to understand your current performance and compare it to industry standards. We’re talking about more than measuring standard metrics. We’re talking about more than measuring standard metrics. Five strategies for improving call center performance: 1.) Next, look at your hiring practices.

Call Center 28

Call Center Call flow industry standards Contact Center 28

Tethr

OCTOBER 2, 2020

Customer effort score: industry benchmarks and best practices. Here’s a quick look at the industry-standard measures, what they measure, how they’re calculated, what that means and suggested uses. Qualtrics study. So, you want to ask yourself, why was that not an Easy interaction?

Customer effort 104

Customer effort Customer Care Coaching Surveys 104

SmartKarrot

AUGUST 27, 2021

You might be wondering what makes a good customer satisfaction score in your industry. That is when the underlying concept of benchmarking has made lives easier. And that is why, today this blog will walk you through CSAT, NPS, CES – the three customer satisfaction score industry benchmarks. CSAT Benchmarks.

Benchmark 10

Benchmark industry standards B2B Customer effort 10

Real Blue Sky

MARCH 6, 2023

In fact, according to one Deloitte study, the number of service leaders whose top priority was cost reduction will shrink by one-third. You may even find it helpful to leverage a third party to evaluate performance relative to best practices and benchmarks. Complies with your required industry standards.

outsourcing 52

outsourcing Contact Center Real estate Business Process Outsourcing 52

Real Blue Sky

MARCH 6, 2023

In fact, according to one Deloitte study, the number of service leaders whose top priority was cost reduction will shrink by one-third. You may even find it helpful to leverage a third party to evaluate performance relative to best practices and benchmarks. Complies with your required industry standards.

outsourcing 52

outsourcing Contact Center Real estate Business Process Outsourcing 52

Hodusoft

JUNE 7, 2024

These KPIs help management in identifying trends, industry standards, and implanting required solutions for improving the overall call center performance. Continuous Improvement Embracing a culture of continuous improvement encourages innovation and allows call/contact centers to adapt to evolving customer needs and industry trends.

Best practices 52

Best practices Call Center Omni-channel support Management 52

SmartKarrot

JANUARY 12, 2021

According to a Bain & Company study , 80 percent of companies are certain that they offer an excellent customer experience. Using industry-standard benchmarks like NPS and ARR will also imply how CS teams can focus on customer expectations, needs, and wishes and look for improvement.

Customer Experience 10

Customer Experience Journey mapping industry standards Benchmark 10

AWS Machine Learning

MARCH 13, 2024

Now, let’s look at latency and throughput performance benchmarking for model serving with the default JumpStart deployment configuration. For more information on how to consider this information and adjust deployment configurations for your specific use case, see Benchmark and optimize endpoint deployment in Amazon SageMaker JumpStart.

Benchmark 138

Benchmark Scripts APIs Feedback 138

AWS Machine Learning

NOVEMBER 29, 2023

Each trained model needs to be benchmarked against many tasks not only to assess its performances but also to compare it with other existing models, to identify areas that needs improvements and finally, to keep track of advancements in the field. These benchmarks have leaderboards that can be used to compare and contrast evaluated models.

Benchmark 123

Benchmark Metrics Engineering APIs 123

Calabrio

MARCH 5, 2025

How to Measure, Benchmark, and Improve Share What is CSAT? This direct input from the customer trumps any market study, as your team can rely on firsthand, actionable knowledge of demand and customer expectations. Analytics What is CSAT? How Do You Measure It?

Benchmark 40

Benchmark Quality management Contact Center industry standards 40