Product Description
In-house/Insourced Call Center – Brazil
$2,999.00–$4,497.00
Brazil Call Center Benchmark for In-house/Insourced Call Center (report in PDF format) $2,999
Product Description
Report Number:
CC-BR-IN-1214
Number of data records in report:
51
Report Production Date:
December 2014
Currency Units:
US Dollars $
Cost Metrics
Cost per Inbound Contact
Cost per Minute of Handle Time
Productivity Metrics
Agent Utilization
Inbound Contacts per Agent per Month
Agents as a % of Total Headcount
Service Level Metrics
Average Speed of Answer (ASA)
% of Calls Answered in 30 Seconds
Call Abandonment Rate
Quality Metrics
Customer Satisfaction
Net First Contact Resolution Rate
Call Quality
Agent Metrics
Annual Agent Turnover
Daily Agent Absenteeism
Agent Occupancy
Agent Schedule Adherence
New Agent Training Hours
Annual Agent Training Hours
Agent Tenure
Agent Job Satisfaction
Contact Handling Metrics
Inbound Contact Handle Time
IVR Completion Rate
Additional Information
| ADD Excel Data File $999 | No, Yes |
|---|---|
| ADD MetricNet Presentation of Benchmarking Results $499 | No, Yes |
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For more information, view our full Returns and Exchanges information.
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