Resource Library
APQC’s Resource Library is your source for timely and topical information to help you meet your most complex business process and knowledge management challenges. Explore our ever-growing collection of more than 5000 research-based best practices, benchmarks and metrics, case studies, and other valuable APQC content.
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Measure Spotlights|
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,…
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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…
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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…
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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…
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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…
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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…
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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…
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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…
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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 …
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Business to business inbound contacts as a percentage of total inbound contacts
This measure calculates the percentage of total inbound contacts that are business-to-business inbound contacts. It is part of a set of Cost Effectiveness measures that help…
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Business to consumer inbound contacts as a percentage of total inbound contacts
This measure calculates the percentage of total inbound contacts that are business-to-consumer inbound contacts. It is part of a set of Cost Effectiveness measures that help…
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Inbound contacts related to order modification or inquiry as a percentage of total inbound contacts
This measure calculates the percentage of total inbound contacts (i.e. any queries initiated by the customer related to sales, information, technical support, customer…
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Nordic countries contact center employees as a percentage of total contact center employees
This measure calculates the percentage of total contact center employees that are Nordic Countries contact center employees. Contact centers are where customer and other…
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Number of languages supported at the business entity
This measure determines the number of languages supported by a business entity. It is a Supplemental Information measure that helps companies evaluate additional variables…
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South Asia contact center employees as a percentage of total contact center employees
This measure calculates the percentage of total contact center employees that are South Asia contact center employees. Contact centers are where customer and other inbound…
