Contact CenterIndustry Benchmarking ReportSample IndustryFrom the worldʼs largest and most respected database of contact center metrics
Industry Benchmark Reportfor Contact Centers in theSAMPLE IndustryBruce BelfioreSenior Research ExecutiveJohn ChatterleySenior Research ManagerDavid RaiaSenior ConsultantAlan PottkotterTechnical ProducerSergio RamazzinaReport ProductionPU35Helen ThomasCopy Editor
SAMPLE Industry Benchmark ReportCopyright 2019BenchmarkPortal, LLC.Please send detailed questions to:[email protected] report may not be copied, scanned or reproduced without the written permission ofBenchmarkPortal, LLC. Additional copies may be purchased by [email protected] by calling (800)214-8929,extension 1 or extension 5.For internal use only. Distribution beyond purchasing company is strictly prohibited.PU35Revision: 4/15/2019iCopyright 2019, BenchmarkPortal, LLC.For internal use only. Distribution beyond purchasing company is strictly prohibited.
SAMPLE Industry Benchmark ReportTable of ContentsAcknowledgementsivCHAPTER 1: INTRODUCTION1CHAPTER 2: USER GUIDES4CHAPTER 3: METHODOLOGY6CHAPTER 4: HIGHLIGHTS ANDINTERPRETATION OF THE SAMPLEINDUSTRY KEY PERFORMANCEINDICATORS(KPIS)9CHAPTER 5: DETAILED BENCHMARKRESULTS FOR THE SAMPLEINDUSTRY KEY PERFORMANCEINDICATORS(KPIS)15CHAPTER 6: TRENDS IN SELECTED CONTACTCENTER METRICS21CHAPTER 7: FREQUENTLY ASKED QUESTIONS23APPENDIX A: GLOSSARY OF TERMS FOR CONTACTCENTERS26APPENDIX B: TONCHEVPERFORMANCEINDEX47APPENDIX C: PRINCIPAL INVESTIGATORS53APPENDIX D: PARTIAL LIST OFBENCHMARKPARTICIPANTS58APPENDIX E: COMMUNITYRESOURCES & PRODUCTLISTING FROMBENCHMARKPORTAL66iiCopyright 2019, BenchmarkPortal, LLC.For internal use only. Distribution beyond purchasing company is strictly prohibited
SAMPLE Industry Benchmark ReportList of Charts and GraphsFigure 1. Inbound Contact Types11Figure 2. Reasons for Inbound Contacts12Figure 3. Average Cost per Inbound Call13Figure 4. Average Speed of Answer.Figure 5. Average Call Handle Time.Figure 6. Average Abandon Rate.Figure 7. Percentage of Calls Closed on First Call.Figure 8. Contact Centers That Have a Formal Mechanism to Gather Customer Feedback.Figure 9. Percent of Perfect Customer Satisfaction Scores.Figure 10. Percent of Lowest Customer Satisfaction Scores.Figure 11. Annual Agent Turnover Rate.Figure 12. Where Agents Spend Their Time.Figure 13. Average Handle Time per Channel.Figure 14. Average Cost per Transaction by Channel.Figure 15. Average First-Contact Resolution by Channel.Figure 16. Customer Satisfaction Trends - 2005-2019 (All Industries Averages).Figure 17. Customer Satisfaction & First-Call Resolution Trends - 2005-2019 (All Industries Averages).Figure 18. Agent Satisfaction vs. Customer Satisfaction Trends – 2010-2019 (All Industries Averages).Figure 19. Average Speed of Answer vs. Customer Satisfaction Trends – 2005 – 2019 (All IndustriesAverages).Figure 20. ASA & Customer Satisfaction – Top Box Comparison by Quintile (All Industries).Figure 21. Ef iciency KPI Trends – 2005 – 2019 (All Industries Averages).Figure 22. Trends in Cost per Call – 2005 – 2019 (All Industries Averages).Figure 23. Average Handle Time Trends – 2005 – 2019 (All Industries Averages).Figure 24. Occupancy & Utilization Trends – 2005 – 2019 (All Industries Averages).Figure 25. Trend in Auxiliary Time – 2005 – 2019 (All Industries Averages).Figure 26. Calls per Agent per Hour Trend – 2005 – 2019 (All Industries Averages).Figure 27. First-Call Resolution Trends by Channel – 2012 – 2019 (All Industries Averages).Figure 28. Cost per Contact by Contact Channel Trends – 2012 – 2019 (All Industries Averages).Figure 29. Average Handle Time per Contact Channel Trends – 2005 – 2019 (All Industries Averages).iiiCopyright 2019, BenchmarkPortal, LLC.For internal use only. Distribution beyond purchasing company is strictly prohibited.
SAMPLE Industry Benchmark ReportAcknowledgementsWe wish to extend our thanks to the many contact center managers whohave kept our database current and growing over the years. We would alsolike to acknowledge the contribution of colleagues who have provided bothinspiration and perspiration to make this effort useful to managers all overthe world. In particular, we note the founding contributions of our formerpartners, Dr. Jon Anton and David Machin, and the constant support ofProfessor Richard Feinberg of Purdue University.We also thank our report team, especially Alan Pottkotter, SergioRamazzina, and Helen Thomas for their untiring efforts to make thesereports the best value available for the contact center industry.Bruce L. Bel iore, Senior Research ExecutiveJohn Chatterley, Senior Research ManagerDavid Raia, Senior ConsultantivCopyright 2019, BenchmarkPortal, LLC.For internal use only. Distribution beyond purchasing company is strictly prohibited
SAMPLE Industry Benchmark ReportChapter 1: Introduction1Copyright 2019, BenchmarkPortal, LLC.For internal use only. Distribution beyond purchasing company is strictly prohibited.
Chapter1: Introduction“Every enterprise, in every sector, can benefit from comparing itself to othersimilar operations. This promotes a process of creative soul-searchingregarding comparative strengths and weaknesses,which, in turn, leads toidentification and adoption of best practice improvements. We haverepeatedly seen the transformative power of systematic benchmarking forcustomercontact centers.” Bruce Belfiore, BenchmarkPortalBenchmarking has proven to be an important management tool, especially since the late1970’s. Comparing operating metrics and methodologies with other enterprises in thesame industry has provided managers with useful insights that, in turn, result in avirtuous process of discovery, action and improvement that leads, in turn, to superiorperformance.Superior performance in customer contact is more important today than ever. Asproducts become commoditized, it is the service aspect which determines loyalty andrepeat sales in more and more industries. Knowing your competitive position on thecustomer service you provide is key.Contact centers are ideal operations for benchmarking for several reasons: They all have systems (such as Automatic Call Distributors, or ACDs) thatautomatically capture large quantities of data on key performance metrics.Unlike industries where gathering apples-to-apples data is a long andlaborious process, gathering data for contact centers is easier - - and can nowbe largely automated under a patented process pioneered byBenchmarkPortal. Senior managers look to contact centers to prove their value to theorganization on a regular basis. Benchmarking the contact center providesmanagement the performance-based information needed to make decisionson staf ing, technology acquisition, and other budget-related matters Contact centers are one of the enterprise’s keys to the customer experience,satisfaction and, ultimately, loyalty. The center’s relative performance onquality metrics can reveal volumes about its competitive position against itsindustry.Why BenchmarkPortal?2Copyright 2019, BenchmarkPortal, LLC.For internal use only. Distribution beyond purchasing company is strictly prohibited
Chapter 1: IntroductionSince beginning its benchmarking activities on the campus of Purdue University in 1995,BenchmarkPortal has gained a reputation as the source for the highest quality data forthe contact center industry. Data we receive goes through a multi-layered scrubbingprocess to ensure accuracy. This includes both automated statistical parameters, as wellas human quality control. In addition, BenchmarkPortal was awarded a patent for itsadvanced benchmarking process. As a result, BenchmarkPortal is considered the goldstandard for data in the contact center sector.By monitoring competitive position with the help of BenchmarkPortal benchmarking,and identifying areas that require improvement, contact centers make continuousimprovement a part of their culture. The ROI that results provides quanti iable proof ofef iciency and effectiveness.BenchmarkPortal has developed a balanced scorecard process which is explained inAppendix B (The Tonchev Performance Index) and which lies at the heart of thebenchmark reports that are provided to individual centers that input their data into theBenchmarkPortal database.A Balanced Scorecard IdentifiesGaps Compared withYour Peer geEfficiencyMetricsTop Box Caller Satisfaction in PercentInbound Calls per Agent per HourBottomBox Caller Satisfactionin PercentCost per Call in DollarsTop Box Agent Satisfaction in PercentAverage Talk Time in MinutesBottomBox AgentSatisfaction in PercentAverage After-CallWork Time in MinutesCalls Closed on First Call in PercentAverage Occupancy in PercentAverage Speed of Answerin SecondsAverage Utilizationin PercentCalls Transferredin PercentAdherence to Schedule in PercentAverage Hold Time in SecondsAverage Agent Attendance in PercentAverage Timein Queue in SecondsAuxiliaryTime in PercentAverage Calls Abandonedin PercentTurnover of Full-TimeAgents in PercentYourValueIndustryAverageNote that our industry reports have evolved over time, and continue to do so. We haverecently launched our Multi-Channel Benchmark Survey, which includes more data fromthe email, chat, white mail and social media channels. It will take time to develop enoughdata to provide these metrics on an industry-speci ic basis. In the meantime, we includehere metrics that are gathered from all industries.We hope that you ind this report useful and a stimulant for improvement. If comparingyour metrics to your industry causes you to take just one important action to improveyour operations, we will feel we have done our job. Please feel free to contact us withany questions or requests for further assistance. Contact centers are our passion, and weare happy to share our insights with you.3Copyright 2019, BenchmarkPortal, LLC.For internal use only. Distribution beyond purchasing company is strictly prohibited
Chapter 2: User Guide4Copyright 2019, BenchmarkPortal, LLC.For internal use only. Distribution beyond purchasing company is strictly prohibited
Chapter 2: User GuideMost users of our Industry Reports fall into one of two categories:1. ContactCenter ManagersThis Industry Report is a great irst step into benchmarking for many contact center managers.They want to become familiar with the Key Performance Indicator metrics of the contact centersector, without making the commitment to assemble all of their own metrics. For thesepurchasers we offer a complimentary one-hour session with one of our experts, to walk throughthe report and discuss the metrics and what they can mean to managers.Ultimately, we hope that you consider becoming one of our database contributors. In fact, if youdecide to join our large community of data contributors within 90 days of buying this IndustryReport, we will offer you one free Individual Benchmarking Report, which shows your metricsside-by-side with your industry peers.To view a sample Individual Benchmarking Report, please click on this link (please allowadequate time for download):SAMPLE CCBR2.Consultantsand AnalystsMost consultants and analysts buy our Industry Reports to allow them to benchmark their clientsas part of a larger engagement. We understand that you are primarily interested in the numbers,so we have made them easy to ind and to use.You may use them in your analyses and presentations to clients, with proper attribution toBenchmarkPortal as your data source.However, we would also like you to know that we may be available, under appropriatecircumstances, to work with you on your consultant teams. We have a very collegial group ofcontact center experts who can add depth to your teams and add value to your clientengagements.If you would like to discuss the possibility of having BenchmarkPortal work with you as aconsulting partner on your engagements, please contact us at [email protected] that BenchmarkPortal’s complete Glossary of Terms is found in Appendix A of this Report.5Copyright 2019, BenchmarkPortal, LLC.For internal use only. Distribution beyond purchasing company is strictly prohibited
Chapter 3: Methodology6Copyright 2019, BenchmarkPortal, LLC.For internal use only. Distribution beyond purchasing company is strictly prohibited
Chapter 3: MethodologyThe BenchmarkPortal database, founded at Purdue University in 1995, is the world’s irst, largest and most respected database of contact center metrics. Data is gathered ona continuous basis using one of three means: Participants can go to the BenchmarkPortal website and input their metricsinto the survey found there;Participants can download the benchmarking survey from theBenchmarkPortal website. They can print and complete the survey by handand then fax it to us for insertion into our database; orParticipants can subscribe to iBenchmark, our automated process thatreceives the majority of metrics directly from the participants’ systems andenters them into our database. Data that does not come directly fromsystems (such as budget and agent turnover) is input manually once or twicea year via a survey portal.Data that are submitted by survey participants are subject to three levels of rigorousquality checking, to ensure that our database remains accurate. The irst level involvesstatic parameters, which are set by our statistical experts. The second level of qualityassurance involves a series of cross-check formulae, which utilize data provided tovalidate key pieces of data. For example, if the sum of the average talk time plus theaverage after call work time multiplied by the average number of calls per agent per houryields a number over 60 minutes, the anomaly will result in a red lag for our databasedepartment. We will then reach out and work with the participant to identify the propermetric from their manag