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About This Report
“The US Contact Center HR & Operational Benchmarking Report” provides unique research based on surveys with around 200 US customer contact operations, giving detailed information on:
- Salaries and bonuses for new agents, experienced agents, team leaders/supervisors and contact center managers
- Agent attrition and absence rates
- Expected agent growth rates
Key operational metrics include:
- Average speed to answer
- Call abandonment
- Call duration
- Agent occupancy / activity rates
- First-contact resolution rate
- Call transfer rates
- Cost per call/email/web chat/social interaction.
Data are segmented by vertical market, size, activity and contact center type.
Available for purchase at $495.
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Research Reports
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Company Founded
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Annual Business Surveys
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Reports Downloaded
In this Report
Vertical Markets & Size Bands
- Finance
- Insurance
- Manufacturing
- Medical / Healthcare
- Outsourcing & Telemarketing
- Public Sector
- Retail & Distribution
- Services
- Technology, Media and Telecoms (TMT)
- Transport & Travel
- 10-50 seats
- 51-200 seats
- >200 seats
HR Benchmarking
- Salaries by new agent, experienced agent, team leader & contact center manager
- Segmented by vertical market, contact center size, service/ sales, inbound / outbound.
- Agent attrition rates
- Short- and long-term agent absence rates
- Use of onboarding techniques & impact on attrition
Operational Benchmarking
- Average speed to answer
- Call abandonment rates
- First-contact resolution rates
- Service call duration
- Sales call duration
- Call transfer rates
- Agent activity (talk-time / idle / post-call wrap-up)
- Cost per inbound call / outbound call / email / web chat / social media customer service contact
- Planned and actual changes in agent headcount
- Historical data for context and confidence
- Segmented by vertical market and contact center size
where appropriate
