Excerpts from Global Contact Centre Benchmark Reports

“The Global Contact Centre Benchmarking Report is compiled following a benchmarking study on contact centers from 42 countries. The report reveals key topics and trends convering the entire scope of contact centre operations: From performance, processes, organisation and technology to your development strategy, financial and customer managment. ”

Fundamental KPI (Key performance Indicators):

• Customer Satisfaction is declining from 83% to 82%
• Agent Utilization (% Talk time) is increasing from 57% to 59%
• Staff Absenteeism is rising from 8% to 11%
• Abandoned Calls are increasing from 13% to 14%
• SLA (% calls answered in 10 seconds) from 71% to only 62%