Benchmarking Statistics
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Benchmarking Statistics By Rosanne D’Ausilio PhD, Pres. Human Technologies Global, Inc. www.human-technologies.com
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Benchmarking Statistics. By Rosanne D’Ausilio PhD, Pres. Human Technologies Global, Inc. www.human-technologies.com. Inbound Performance Metrics BenchmarkPortal Report. Performance Metrics by Country BenchmarkPortal , Inc. Inbound Call Center by Function Contact Professional Magazine. - PowerPoint PPT Presentation
Transcript of Benchmarking Statistics
Benchmarking Statistics
ByRosanne D’Ausilio PhD, Pres.
Human Technologies Global, Inc.www.human-technologies.com
Inbound Performance MetricsBenchmarkPortal Report
Average Best Practices
80% Calls Answered (°) 36.7 18.3
ASA (°) 34.6 21.2
Average Talk Time (min) 6.1 3.3
Average After Call (min) 6.6 2.8
Average Calls Abandon (%) 5.5 3.65
Average Queue Time (°) 45.3 28.1
Average One/Done (%) 70.5 86.8
Average Calls/Shift 69.0 73.9
Attendance (%) 86.8 94.7
Performance Metrics by CountryBenchmarkPortal, Inc.
Country Cost per call $
Annual Turnover
%
Cost - bring on
New Agt $
Initial Agt Trng Time
hrs
Ireland $1.39 12% $2,970 80
Belgium 1.93 55% 2,488 150
Germany 3.49 13% 5,742 48
Netherlands 10.00 32% 5,069 126
US 10.19 24% 6,133 148
UK 11.78 14% 4,688 156
Inbound Call Center by FunctionContact Professional Magazine
Function Talk Time After Call 1/Done Aban Turnover
Service Dispatch
3.5 4.3 82% 6.3% 16.3%
Consumer Affairs
3.7 1.8 57.9% 4.4% 9.1%
Reservations 4.3 1.7 51.9% 6.1% 43.3%
Order Taking 4.8 3.6 76.6% 4.7% 18.4%
Cust Service 8.7 6.0 23.1% 4.8% 23.2%
Tech Support 8.7 9.5 65.4% 7.0% 21.0%
Help Desk 13.4 10.0 60.5% 6.1% 16.8%
Complaints 23.1 4.2 50.3% 3.9% 12.7%
Inbound Performance Comparisons Purdue Research Foundation
Description Your Center
Peer Group Peer Group Best
All Participants
Response Median Avg. Median Avg. Median Avg.
ASA ° 35.0 20.0 32.2 12.5 17.1 25.0 33.3
Avg Talk Min 4.2 3.0 7.2 3.0 3.4 4.0 10.2
After Call Min 3.0 1.0 5.3 1.0 1.1 2.0 6.8
Abandon % 7.0 3.0 5.0 2.0 2.8 4.7 5.5
Queue Time ° 54.0 35.0 44.3 16.0 18.4 34.0 43.2
One/Done % 65.0 78.0 77.3 85.0 86.1 79.0 68.1
Calls/Shift # 59.0 70.0 83.8 85.0 86.5 70.0 69.2
Attendance % 75.0 80.0 88.7 85.0 87.7 88.3 88.9
Performance Metrics by IndustryBenchmarkPortal, Inc.
Industry Cost per call $
Talk Time mins
Annual Turnover
%
One and Done %
Service Level 80% in ? °
Fin Svcs $7.01 5.79 25% 73% 31.65
Utilities 7.02 4.54 15% 75% 35.93
Catalog 7.44 6.26 19% 78% 33.64
Consumer Products
8.16 6.46 26% 73% 37.08
Insurance 8.87 6.78 24% 73% 36.30
Chem/Pharm 10.36 4.65 17% 73% 34.35
Healthcare 17.10 4.29 14% 70% 35.25
High-Tech 17.78 9.13 19% 65% 32.07
Direct Inquiries ToRosanne D’Ausilio, Ph.D., President
Human Technologies Global, Inc. 3405 Morgan Drive - Carmel, New York 10512
845/228-6165 - Fax 928/223-6165e-mail [email protected]
www.human-technologies.comwww.HumanTechTips.com
www.customer-service-expert.comwww.drrosanne.com - blog
