Resource Library

Average seat utilization

This measure calculates the average percentage of seats utilized during operating hours at a contact center, where customer and other inbound contacts related to inquiries,…

Bridge rate

This measure calculates bridge rate. Bridge rate is defined as the total annual number of inbound contacts where a cross-sell or up-sell sales attempt was made, divided by…

Call agent occupancy rate

This measure calculates agent occupancy rate by dividing total contact handling time and available time by total time at work. It is part of a set of Process Efficiency…

Call agent utilization rate

This measure calculates call agent utilization rate by dividing total annual contact handling time by the total annual agent full-time equivalent (FTE) employees' time worked…

Customer attrition (or churn) rate

This measure calculates the rate at which customers leave a company over a given period of time. For example, if 5 out of 100 customers terminate service, the attrition rate…

IVR speech recognition rate

This measure calculates the speech recognition rate of interactive voice response (IVR), an automated system that allows automated interaction with telephone callers by way…

Average number of contact center seats per contact center

This measure calculates the average number of contact center seats per contact center, where customer and other inbound contacts related to inquiries, sales, and technical…

Outsourced cost to perform the process "manage sales orders" as a percentage of total process cost

This measure calculates the percentage of the total cost of the "manage sales orders" process that comes from outsourcing. The outsourced cost refers to the total cost of…

Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" per inbound call received through IVR DTMF

This measure calculates outsourced cost per inbound call received through interactive voice response (IVR) dual-tone multi-frequency (DTMF) to perform the processes "manage…

Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" per call received through IVR speech

This measure calculates outsourced cost per call received through interactive voice response (IVR) speech to perform the processes "manage customer requests/inquiries" and …

Average contact handling time in seconds

This measure calculates the average duration in seconds of one transaction, which is typically measured from the initiation of the contact to resolution, including any hold…

Contact service level (seconds to answer 80% of contacts from all channels)

This measure calculates call service level, which is determined by the number of seconds within which 80% of total annual contacts from all channels are answered. It is a…

Average time in seconds to inbound calls abandoned

This measure calculates the average time in seconds that a caller waits in queue to reach the first agent before an inbound call (i.e. call that is initiated by the customer)…

Overhead and other cost to perform the process "manage sales orders" as a percentage of total process cost

This measure calculates overhead and other cost as a percentage of total process cost to perform the process"manage sales orders". Overhead cost refers to expenses that an…

Percentage of customers claiming to be satisfied

This measure calculates the percentage of customers claiming to be satisfied (through customer feedback or surveys) across all products and services. It is a Process…