NobelBiz

JANUARY 28, 2025

How to Benchmark Your Call Center Benchmarking is all about measuring your performance against clear, actionable goals and comparing them to industry standards. Compare Your Performance Data with Industry Standards Once youve gathered your data, compare it against industry benchmarks.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

Nicereply

DECEMBER 17, 2024

Contextualize Results Aside from friction and effort, expectations, product complexity, and industry standards can influence CES results. A seemingly high-effort task might be acceptable if it’s industry standard or if the outcome is particularly valuable to the user.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

Fonolo

OCTOBER 12, 2021

TIP: Voice Call Backs are quickly becoming an industry standard tool for its ability to reduce abandon rates, improve customer satisfaction, and manage spikes in call volume. According to a study by Ultimate Software, 92% of employees say that technology efficiency directly impacts their work satisfaction.

Call Center 147

Call Center Agent burnout Abandon rate call center workforce 147

Outsource Consultants

MARCH 18, 2025

These case studies show that, when executed thoughtfully, outsourcing can boost service performance while controlling costs. A study by ContactBabel found that these hidden costs can account for up to 15% of the total outsourcing expense in the first year. Another often-overlooked expense is the cost of quality assurance.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

The Northridge Group

AUGUST 19, 2020

Let’s say you have a secure process in place, your wait times are acceptable, and you’re meeting many industry standards. He is one of the highest-paid MLB first baseman, yet despite his success, he still studies hours of tapes to perfect his batting average. Consider a baseball star like Anthony Rizzo.

Contact Center 145

Contact Center Coaching Call Center First call resolution 145

NobelBiz

NOVEMBER 26, 2024

Studies show that a 1% improvement in first-call resolution can lead to a 1% increase in customer satisfaction. Make sure the provider follows strict encryption and compliance standards. ’ Read Case Study Questions to Ask Before Renewal 10. This transparency helps businesses plan budgets and avoid cost overruns.

Call Center 52

Call Center Multi-channel support voip Technical Support 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. Research industry benchmarks. Look at industry reports, competitor case studies, and customer satisfaction surveys to gauge where your NPS stands in comparison to others in your field.

Surveys 62

Surveys Benchmark Feedback Metrics 62

Totango

MAY 5, 2021

This industry-standard measurement centers around how likely your customers are to recommend your product to a peer. Asking promoters to participate in a case study, serve as a reference, or speak at an event. Offering your clients features relevant to their industries and their usage patterns (e.g.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

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

Fonolo

OCTOBER 4, 2018

A study by Calabrio suggests that it is a blend of automated and meaningful humane experiences that ultimately drive loyalty. Meeting the Industry Standard of Service Level. Especially if promoted on social channels, an efficient incentive program can generate customer interactions that propel repeat business. Plus so Much More!

industry standards 101

industry standards Interactive Voice Response Service level Customer retention 101

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. However, one study found that, in 2022, the average turnover rate reached as high as 38%. And employee churn among new hires can be especially high.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Fonolo

OCTOBER 23, 2018

Specifically, a study by Forrester Research and Oracle discovered that web self-service can reduce call center costs by as much as $11 per call. Meeting the Industry Standard of Service Level. Research has shown that there can be a significant return on this investment. Call Center 101: The Golden Rules of SLAs.

Self service 85

Self service Interactive Voice Response Call Center industry standards 85

Talkdesk

MAY 14, 2019

The traditional call center industry standard service level is 80/20, or 80% of calls answered within 20 seconds, but there are a few reasons why this might not always be an optimal number. AWT can be measured globally across the contact center, by ring group, agent or phone number.

Wait times 61

Wait times Call Center Abandon rate Average Handle Time 61

Outsource Consultants

MARCH 2, 2025

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. For AHT, the industry standard is around 6 minutes, but this can vary depending on the complexity of calls.

call center solutions 67

call center solutions outsourcing Call Center Average Handle Time 67

AskNicely

AUGUST 29, 2018

Surprisingly 54% of growth-oriented companies still don’t use Net Promoter Score – despite being the industry standard metric for measuring customer happiness. Get this ground-breaking study today and discover how your NPS program compares. NPS Benchmark Study. Adoption of NPS.

Benchmark 60

Benchmark Best practices industry standards Customer centricity 60

Fonolo

NOVEMBER 7, 2018

Asking these questions, and fleshing them out with a feasibility study, will make clear whether opti-channel is optimal for you. Meeting the Industry Standard of Service Level. What are the preferred channels of our current customers? Call Center 101: The Golden Rules of SLAs. What’s Inside: SLAs in Nutshell. Plus so Much More!

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

Hodusoft

OCTOBER 23, 2024

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 financial services industry comes second with a score of +71. As per a study conducted by Delighted that’s the finding. The answer is a resounding yes!

Surveys 52

Surveys Benchmark Contact Center Employee engagement 52

aircall

OCTOBER 24, 2017

Study The Current Situation. This data will give you a helpful point of comparison against current industry standards and future team performance. But what can you do to drive queue times down when your hiring budget isn’t going up? Maybe more than you think. Here are three tactics to try with the team you already have.

Abandon Call 80

Abandon Call Wait times industry standards Interactive Voice Response 80

Outsource Consultants

FEBRUARY 27, 2025

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. Omnichannel Support Integration The integration of omnichannel support platforms has become a game-changer.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

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

Pointillist

NOVEMBER 11, 2019

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. That study found that “getting my issue resolved in a single interaction” was the most important aspect of a good service experience.

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

Totango

OCTOBER 20, 2020

This industry-standard measurement centers around how likely your customers are to recommend your product to a peer. Asking promoters to participate in a case study, serve as a reference, or speak at an event. Offering your clients features relevant to their industries and their usage patterns (e.g.

Customer Experience 90

Customer Experience Education Customer centricity Metrics 90

Fonolo

OCTOBER 3, 2018

In order to move forward, company leadership should invest in a feasibility study of its procedures to ensure that there are not too many silos or touch-points in between contact center managers and decision-makers. Meeting the Industry Standard of Service Level. Call Center 101: The Golden Rules of SLAs. Plus so Much More!

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

ProProfs Blog

OCTOBER 13, 2020

According to Call Centre Helper, the industry standards for FCR rate usually range from 65% to 75%. A study suggests that. “77% First Contact Resolution Formula. What Is a Good First Contact Resolution Rate? Is there really a good first contact resolution rate for your business? Tweet this.

Banking 148

Banking Interactive Voice Response Chatbots Metrics 148

Hodusoft

MAY 11, 2022

However, it is undeniable that on-premise PBX provides a greater advantage to specific industries. Before deciding on the most suitable solution for your business, let’s dive into a comparative study. On-Premise PBX. For on-premise PBX systems , business needs to set up hardware installation at a physical location.

voip 98

voip Analytics industry standards Government 98

Amity

DECEMBER 18, 2017

Other go-to advocacy action items include elaborating a case study with them and prompting them to leave an online review. Have info about industry standards, geographic trends, common issues and new changes to develop trust and for easy decision making. “What can we do better?”

SaaS 87

SaaS industry standards Accountability Feedback 87

CrazyCall

FEBRUARY 5, 2019

Competitor – we prefer to work with [insert industry standard]. For industry standard, your prospect is one of hundreds or even thousand clients. According to this study best way to call a prospect is to follow simple rules: Wednesdays and Thursdays are the best days to contact a lead. innovative product.

Sales 106

Sales Scripts industry standards Feedback 106

NobelBiz

APRIL 30, 2024

Industry and Regulatory Compliance: Balto’s Role Balto , a prominent partner of NobelBiz, plays a critical role in ensuring that call center interactions adhere to industry standards and regulations. All the way from onboarding to support to troubleshooting has been great throughout this journey!’

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

Industry and Regulatory Compliance: Balto’s Role Balto , a prominent partner of NobelBiz, plays a critical role in ensuring that call center interactions adhere to industry standards and regulations. All the way from onboarding to support to troubleshooting has been great throughout this journey!’

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

Hodusoft

APRIL 26, 2023

As per a study , three out of every five customers will hang up if an agent keeps them on hold for only one minute. As per a well-known study, the industry standard for the FCR is about 70 to 75 percent. If the FCR is lower than the industry average, then find out what’s wrong and take corrective measures. #3.

virtual call center 52

virtual call center Call Center Metrics call center software 52

The Northridge Group

APRIL 25, 2023

In a 2020 systematic review of patient experiences with healthcare technology, researchers reviewed and summarized more than 21 previous studies on technology and its effects on the healthcare customer’s journey. Customers who were provided with technology-enabled care (TEC) felt more empowered.

Healthcare 67

Healthcare Technology Self service Chatbots 67

Avaya

NOVEMBER 2, 2016

Visitors can listen to case studies and tracks covering the IoT ecosystem including: smart cities, connected living, wearables, developing and IoT technologies, connected industry, connected services, and data and security. We’re using industry standard technologies, leveraging IEEE Shortest Path Bridging (SPB) in the core.

Wireless 75

Wireless Transportation industry standards Government 75

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

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. As per various studies, the industry standard for a good first call resolution rate is between 70 to 75%. Connect with us!

call center software 64

call center software Banking Call Center First call resolution 64

Avaya

JUNE 5, 2017

A case in point is the sports industry, where fans have transformed from viewers to broadcasters. It should come as no surprise that a recent study by Spider Marketing conducted in Australia, the United Kingdom and the United States indicated that sports fans who own mobile devices are conducting more online activities than ever before.

Enterprise 61

Enterprise Government industry standards Technology 61

CrazyCall

FEBRUARY 5, 2019

Competitor – we prefer to work with [insert industry standard]. For industry standard, your prospect is one of hundreds or even thousand clients. According to this study best way to call a prospect is to follow simple rules: Wednesdays and Thursdays are the best days to contact a lead. innovative product.

Sales 91

Sales Scripts industry standards Feedback 91

Connect

OCTOBER 10, 2024

In today’s hyper-connected world, where the need to deliver personalised engagement and intuitive customer service has become the minimum industry standard, contact centres have become a hub of personal customer data.

industry standards 57

industry standards Cloud contact outsourcing Chatbots 57