The results of MetricNet’s 2014 United States In-House Customer Service Call Center Benchmark are in! The data includes 6 types of metrics and 21 Key Performance Indicators. In this article, we will highlight 10 key statistics that all Customer Service Call Center professionals should be aware of.
Call Center Cost:
The average Cost per Minute of Inbound Handle Time for US In-house Customer Service Call Centers is $1.03 Tweet this stat
Call Center Productivity:
Inbound Contacts per Agent per Month was as high as 2,202 in our US In-house Customer Service Call Center research Tweet this stat
The average Agent Utilization in US In-house Customer Service Call Centers is 51.1% Tweet this stat
Call Center Service Level:
The average Call Abandonment Rate for US In-house Customer Service Call Centers is 4.4% Tweet this stat
% of Calls Answered in 30 Seconds was as low as 25% in our US In-house Customer Service Call Center research Tweet this stat
Call Center Quality:
The average Net First Contact Resolution Rate for US In-house Customer Service Call Centers is 82.8% Tweet this stat
Call Center Agent:
The average Daily Agent Absenteeism for US In-house Customer Service Call Centers is 8.2% Tweet this stat
Annual Agent Training Hours was as high as 74 in our US In-house Customer Service Call Center research Tweet this stat
Annual Agent Turnover was as low as 7.5% in our US In-house Customer Service Call Center research Tweet this stat
Call Center Contact Handling:
The average IVR Completion Rate for US In-house Customer Service call Centers is 17.3% Tweet this stat
MetricNet’s Call Center Benchmarks are built on MetricNet’s worldwide database of Call Center process and performance indicators, and are the most comprehensive benchmarks in the industry.
Key Performance Indicators included in the Call Center Cost Benchmark for in-house/insourced Call Center groups can be found here.
Key Performance Indicators included in the Call Center Price Benchmark for outsourced Call Center groups can be found here.
(PRWEB) April 30, 2015
FUSION 15 has announced its speaker lineup for the annual conference in New Orleans, LA. MetricNet is pleased to announce that, for the second consecutive year, Jeff Rumburg, Managing Partner of MetricNet, has been selected to speak in the Continual Service Improvement track at the conference. There were over 400 speaker proposal submissions for the FUSION 15 Conference & Expo, making the selection process very difficult and highly competitive.
Mr. Rumburg will be presenting Session 702, “The Changing Landscape of Continuous Improvement”. This session will present two case studies from prominent companies that have implemented real-time benchmarking with their SaaS ITSM tools. It will document their paths from relative immaturity to world-class performance. Objective benchmarking data will demonstrate graphically the dramatic improvements they were able to achieve in Cost per Ticket, Customer Satisfaction, and key service levels as a result of real-time benchmarking.
“The recent introduction of SaaS ITSM tools has addressed the many challenges that have historically made benchmarking a difficult, time consuming, and costly process.” said Jeff Rumburg “By eliminating the need for manual data entry through automatic data capture, and by providing continuous updates of performance vs. thousands of support organizations worldwide, it is now possible to benchmark service and support in real time, at little to no cost or ongoing effort!”
Those interested in hearing Mr. Rumburg speak on The Changing Landscape of Continuous Improvement should attend Session 702 on Wednesday, November 4, 2015 at 9:00am. All those involved in the delivery and support of IT services, and the fundamental concepts behind service management, are encouraged to attend. This includes C-level executives, IT directors, Service Desk and Desktop Support Managers, and supervisors.
Mr. Rumburg is the winner of the 2014 Ron Muns Lifetime Achievement Award, and has served on HDI’s Strategic Advisory Board. He is co-founder and Managing Partner of MetricNet, LLC, where he is responsible for global strategy, product development, and client engagement delivery. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such well-known companies as American Express, Hewlett- Packard, General Motors, and IBM.
If you would like more information about benchmarking your service and support functions, please visit http://www.metricnet.com or e-mail MetricNet at info(at)metricnet(dot)com.
MetricNet is the global leader in IT service and support benchmarking. More than half of the FORTUNE 500 rely on MetricNet benchmarks to improve and optimize their performance. MetricNet is the first, and still the only company to offer downloadable service desk and desktop support benchmarks from their website. With a global benchmarking database of more than 3,000 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.